Amazon is looking for an experienced leader for Support Ops team based out of Hyderabad location. Support Ops team is an integral part of Fulfilled By Amazon (FBA) team. The FBA team’s vision is to build an intuitive, accurate, and automated inventory management experience for Sellers when their inventory encounters defects during the fulfillment process. Support Ops team caters to Fulfillment by Amazon (FBA) for NA marketplace. 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 provides a low-cost alternative for fulfillment and enables third party Sellers to rapidly grow their business. The FBA Support Ops team is a critical operational group that reviews Sellers’ financial and inventory related questions, provides coaching to Sellers on defects, and manages Andy Jassy and VP level executive escalations. We believe consistency is the foundation to the world class service we provide our Selling Partners (SPs), and Support Operations is at the center of ensuring consistent and fair evaluation of SPs request. Support Ops has a head start of 8 years into managing FBA operations, equipped with dedicated support teams like L&D (Learning and Development), AA (Associate Advisors), QA (Quality Audit), CP (Capacity Planning), Analytics & Tech. In 2019, the team launched its operations in Hyderabad, India with 22 HC and further expanded its presence to Bengaluru, India in 2022. The India team is currently at 1040 HC and has plans to scale to 1250 HC strong by December 2024.
Key job responsibilities
In this role you will be a manager of managers leading a team of more than 200 employees, and will own all aspects of people and process management. You will be responsible for organizational design, establishing and tracking performance standards, developing strategies for employee engagement and identifying and leading process improvement opportunities. The candidate should possess written/verbal communication skills to effectively anchor discussions with senior leadership, ability to lead and motivate large teams, managing through ambiguous situations and a result driven focus. You must have demonstrated experience working with multiple functions/stakeholders across geographies and have a proven track record of delivering operational excellence within a production/contact center environment.
Operations Management: The candidate needs to be able to drive results in a production environment. Must lead their team and stakeholders towards meeting operational metrics of quality, productivity, and service levels. Is responsible for setting the goals and vision for the function(s) operating under the candidate.
Process Improvements, Automation, and Innovation: The candidate would need to drive innovation within the team, such that operational inefficiencies can be removed and existing procedures/SOPs be enhanced. Should be able to identify and lead projects across various teams, develop new metrics and drive creation of new tools for the same.
People Leadership: The candidate would be responsible for creating mechanisms for employee growth and development. This would mean enabling next level managers and creating strong succession plans. Will strike the right balance between effective delegation while maintain strong connect with front-line associates through different communication channels (All-hands, Skip levels, Open office hours). Will have to lead large-scale volume hiring (internal/external) as per business needs in partnership with recruitment. Would be responsible for putting in place mechanisms to review organization health and talent metrics.
Stakeholder Management and Communication: The candidate would need to interact with multiple stakeholders within India and globally and at times, would be required to influence and drive consensus between teams. The candidate would also be required to write high impact, clear and concise documents (3-year plans, OP documents, business review documents, etc.).
We are open to hiring candidates to work out of one of the following locations:
Hyderabad, TS, IND
- Relevant experience of managing large operations teams (200+) and manager of managers
- Communication skills, written and verbal. Experience of writing effective narratives
- Experience of Quality and Process improvement skills - Six Sigma/Defect reduction techniques/Gemba walks
- Project and resource management
- Track record of driving change and innovation
- Proven ability to understand and manage complex systems
- Ability to source and analyze data to drive business strategies and decisions. Should be data driven
- Coaching and leadership skills that bring out the best of the team
- Master’s degree or MBA
- Extensive relevant operations industry experience (10 years above)
- Extensive experience as a manager of managers with consistent top performance
- Internal only - A display of strong leadership principles over the last 2 OLR cycles as Manager II
- Candidates with experience of managing large teams with multiple managers in Operations (Fraud/Risk Management, Sales, Customer Service, Back-end operations)
- Exposure of working in a matrix environment
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