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Seller Support Manager

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Company: Amazon

Location: Grand Forks, ND

Date Posted: July 24, 2014

Source: Amazon.com

Job Description

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Seller Support team acts as the primary interface between Amazon and our 3rd party retail partners. We obsess over providing world class support to Merchants selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may need our support, create innovative self-help tools, and provide solutions to help our partners better serve their customers. We’re making history and the good news is that we’ve only just begun.

If you have relentless desire to drive process improvement and motivate and lead a team of exceptionally driven, customer-obsessed seller service associates ...

Job Description

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. The Seller Support team acts as the primary interface between Amazon and our 3rd party retail partners. We obsess over providing world class support to Merchants selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may need our support, create innovative self-help tools, and provide solutions to help our partners better serve their customers. We’re making history and the good news is that we’ve only just begun.

If you have relentless desire to drive process improvement and motivate and lead a team of exceptionally driven, customer-obsessed seller service associates and team leads, all while analyzing systematic issues and implementing solutions to challenging problems, we have the career for you!

Our Seller Support operation in Grand Forks, ND is looking for talented Seller Support Managers. As a Seller Support Manager, you will:

* Lead a team that has a positive impact on the seller experience.
* Become involved in projects where you will have the freedom to try bold new ideas.
* Encourage others to realize their full potential.
A Seller Support Manager will set the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, and frequent one-on-ones that focus on improving the seller experience, monitoring real time service levels and schedule adherence.

Seller Support Managers will also effectively manage complex escalations from associates and will work to identify, evaluate, report technical and/or operational problems while managing time and workflow independently and effectively including appropriate delegation. Managers will also be assigned to special projects related to improving the seller experience and communicate the project status and results to Seller Support Management worldwide.

People Management Skills:

* Leading and developing a team of 20-25 associates; responsible for overall direction, coordination, and evaluation of the team.
* Identifying and eliminating barriers to accuracy, productivity, and quality.
* Carrying out supervisory responsibilities in accordance with Amazon.com’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
* Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
* Can adapt well and lead team in an environment through changes in circumstances, direction, and strategy.
Communication Skills:

* Strong interpersonal and communication skills and the ability to communicate effectively with a wide range of constituencies in a diverse community.
* Ability to maintain composure in critical situations and communicate clearly with both internal and external customers.
* Ability to review policy process via computer-based database as necessary to provide written and/or oral answers or solutions to customers.
Project and Operations Management:

* Proven ability to manage data analysis and reporting.
* Skill in developing and implementing new strategies and procedures.
* Responsible for maintaining operational service levels across the global Seller Support network.
* Finds and designs new efficiencies that result in cost savings.
* Works to build and maintain seller trust and a positive seller experience.
* Manages workflow, develops and maintains staff scheduling and capacity planning.
* Demonstrates knowledge and use of departmental resources, policies, and procedures.
* Organizes, prioritizes and schedules work assignments to meet business need.
* Perform ambiguous tasks without guidance and support and has the ability to suggest actions without having all the information.
* Ability to develop, plan, and implement short and long range goals.

Basic Qualifications

* BA/BS degree required.
* 2+ years people management experience
* Project management experience
Direct experience in Contact Center Operations (Customer Service, Sales, Collections

Preferred Qualifications

* Master’s degree preferred.
* Knowledge of Six Sigma/Lean Processes
* Exceptional skills in data manipulation and analysis
* Ability and desire to relocate to take advantage of growth opportunities
* Flexibility and adaptability
* High energy for ambiguous internet speed environment

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