Operations Manager

Are you passionate about improving the quality of customer experiences? Do you like to dive deep to understand problems? Do you strive to excel at goals aligned to you? If yes, then Competitor Monitoring Team (CMT) is the right platform. At Amazon, we are working to be the most customer-centric company on earth and to grow in a virtual global e-commerce environment with great selection at best prices. CMT within Amazon is designed to ensure Amazon remains competitive in the online space with the best price. The tasks handled by this group have a direct impact on customer buying decisions and online user experience. The successful candidate should have the ability to work at all levels with an eye for detail to achieve process goals, actively seek to understand Amazon's core values and translate those into everyday practices. Ideal candidates will excel in a fast-paced, multi-tasked dynamic team environment.

The Manager - Operations will lead and manage a team of high performing individuals, responsible for end to end pricing operations management of retail categories in various Amazon international marketplaces. The job involves organizing, planning, prioritizing and scheduling work assignments, in addition to owning the production & quality KRAs for this team. The candidate will manage performance measured on operations/business goals and SLA metrics. The role involves influencing peers and stakeholders in other functions to achieve the operational and business goals assigned. The candidate will be the first point of contact to the retail teams of Amazon worldwide and must therefore be comfortable and confident liaising with remote teams. The individual will interface and drive agenda with the automation & technology teams to build scalable solutions. In addition, the candidate will be responsible for ensuring the safety, security and integrity of Amazon's systems and data. The successful candidate should have the ability to work at all levels of detail to accomplish team/organization goals. He or she will identify individual strengths of team members and contribute to talent advancement along with succession planning opportunities within the company. The ideal candidate actively seeks to understand Amazon's core business values and initiatives, and translates those into everyday practices.

Key Result Areas

1. Responsibility for meeting operational and business goals
2. Driving appropriate data oriented analysis, adoption of technology solutions and process improvement projects to achieve operational and business goals.
3. Managing stakeholder communication across multiple lines of business on operational milestones, process changes, escalations, etc.
4. Ensuring high quality standards for interviewing and hiring employees at all levels of the organization.
5. Executing specific people programs on coaching and development and team engagement.
6. Interacts with multiple stakeholders to communicate on operations and also represent data/metrics information.
7. Owns/Drives development of external/internal communication i.e. blurbs, reports etc.
8. Ability to represent data and communicate effectively to handle escalations.
9. Drive weekly or monthly discussions with stakeholders and influence decisions for the process with data.
10. Analyzes data and is responsible for highlighting gaps, recommends solutions and drives and influences decisions.
11. Manages escalation/resolves complex tickets including non-standard tasks.
12. Responsible for operational reporting to senior management/stakeholders at process level.
13. Drives completion of work allocation for the function/process independently.
14. Prioritizes metrics to meet operational goals assigned at process level.
15. Participate in onboarding if it is part of similar new processed onboarding ie new GL/process/module with complete documentations i.e. SOP etc.
16. Act as Mentor or coach and contributes to associate growth.
17. Develops training content for functional onboarding.
18. Trains new hires.
19. Is an Expert and Primary contact for process issues/escalation/coaching.
20. Demonstrates understanding of performance and leadership bar and effectively applies to hiring decisions.
21. Communicate effectively to internal stakeholders.

BASIC QUALIFICATIONS

- 2+ years of team management experience
- Knowledge of Microsoft Office products and applications, especially MS Excel, Word & PowerPoint at an advanced level
- Experience leading process improvements
- 2+ years of program or project management experience

PREFERRED QUALIFICATIONS

- Knowledge of databases (querying and analyzing) such as SQL, MYSQL, and ETL Manager and working with large data sets
- Knowledge of Lean, Kaizen, Six Sigma concepts
- Experience in managing critical operational processes, with SLA responsibility

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.