Team Manager, FBA Support Ops

Description

Fulfillment By Amazon (FBA) is built around Amazon’s world class capability in ordering, fulfillment, transportation and customer service. By leveraging our current scale and supply chain, FBA can provide a low-cost alternative for fulfillment and enable third party Sellers to rapidly grow their business. FBA is one of the strategic long-term opportunities for the company to improve the lives of Sellers and buyers while leveraging our billion-dollar logistics infrastructure. The FBA Support Operations team reviews Sellers’ financial and inventory related questions, and ensures they are addressed in accordance with policy. We believe consistency is the foundation to the world class service we provide our Sellers, and Support Operations is at the center of ensuring consistent and fair evaluation of Seller reimbursement requests.

The Support Ops Manager I, India is responsible for safety, budgetary, people development and operations objectives for the FBA Support Operations teams in their remit across physical sites in India. Responsibilities include directly managing Front-line team of up to 25 associates, ensuring performance objectives are met or exceeded, building positive employee relations, developing talent, collaborating effectively with cross-functional stakeholders, planning strategically and raising the bar on seller experience through effective FBA support delivery. The role requires strong understanding of FBA Support operations, seller support ecosystem, and demonstrated ability to drive operational excellence in a multicultural support environment.

Key job responsibilities
• Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.
• Provide individual coaching feedback sessions, and frequent one-on-ones that focus on performance, attendance adherence and career development.
• Serve as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature.
• Partner and communicate with stakeholders to ensure consistent employee experience.
• Lead team meetings focused on team performance, policy and site updates, and team-building activities.
• Create and update weekly and monthly productivity reports displaying team performance against expectations. Speak to team on performance and ongoing coaching methods in weekly performance review meetings.
• Initiate and drive process improvements.
Note: This is not a virtual or hybrid role. candidate should be open to work from office all 5 days.

Basic Qualifications

- 4+ years of operational and/or retail management experience
- 2+ years of team management experience
- Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level

Preferred Qualifications

- Experience with operations, risk, fraud investigations etc.
- Experience with six sigma tools and Lean techniques

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