Description

　　Amazon 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 Selling Partner Support Operations team acts as the primary interface between Amazon and our 3rd Party business partners, so to our Selling Partners. Executive Selling Partner Relations (ESPR) team is responsible for handling escalated matters that originate with the Seller/Vendor/Brand or Selling Partner. These escalations arrive through various inputs, like emails sent to JeffB/AndyJ, Amazon Executives, or escalations presented by leaders throughout the organization. Many contacts have no clear solution and require work cross-functionally throughout the organization with the appropriate teams to find a solution for the current escalation, objectively handle highly sensitive situations with integrity and discretion, as well as looking for long-term mechanisms to prevent future occurrences. Solving these escalated matters should lead to the opportunity to repair systemic issues and create an ongoing environment of process improvement.

　　The Team Supervisor is accountable for creating a high-performance culture that motivates ESPR Account Manager (AM) to demonstrate levels of ownership, accountability and seller advocacy that enable the vision of a remarkable Seller experience. As a front-line manager of 10+ ESPR AM, the Team Supervisor will provide coaching, guidance, and mentorship to drive achievement of individual and team performance goals. The Team Supervisor is responsible for providing timely and efficient service to our Sellers by optimizing the productivity of team that results in a perfect Seller Interaction. Other responsibilities include interviewing, training, performance management and employee engagement.

　　The successful candidate will have a commitment to achieving excellence in ESPR AMs and Seller experience, and therefore a strong record of customer focus, a passion for employee development and a keen interest in process improvement are key requirements for this role.

　　Key job responsibilities

　　• Direct line management for AMs at the size of 10• Develop, implement and achieve performance goals and objectives in line with the network wide vision and goals.

　　• Regularly review and analyze team data to identify opportunities that will drive performance improvement.

　　• Ensure that AMs have a clear understanding of the team vision, mission and behavior criteria.

　　• Manage performance and behavior through effective 1:1 meeting, coaching and mentorship, help AM understand the performance bar and supports them to reach.

　　• Conduct Seller interaction audits and provide coaching to improve performance.

　　• Partner with Workforce Management to execute daily and short-term staffing plans, scheduling adherence, etc., making just-in-time adjustments to ensure staffing requirements are met to achieve service level goals.

　　• Participate in Kaizen events or build mechanisms to identify and implement process improvement change initiatives.

　　• Maintain a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.

　　• Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.

　　• Provide guidance and direction on critical escalations when AMs escalate.

　　• Nurture a culture within the team that consistently demonstrates alignment with leadership principles. Develop people and drive team engagement.

　　We are open to hiring candidates to work out of one of the following locations:

　　Chengdu, 51, CHN

　　Basic Qualifications

　　Experience analyzing data and best practices to assess performance drivers

　　• Team management experience.

　　• Experience analyzing data and best practices to assess performance drivers, using the data to drive decision making and implement effective resolutions.

　　• Experience conducting seller interaction audits and providing coaching to improve performance.

　　• Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.

　　• Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.

　　• Proven ability on decision making/complex problem solving and execution.

　　• Fosters a positive team environment and collaboration cross-sites/regions.

　　• Easily approachable, cooperative, and a team player, and gain the trust and support.

　　• Demonstrates effective, clear and professional English written and oral communication.

　　• Strong prioritization, time management skills and ability to delegate effectively.

　　• Demonstrate appropriate sense of urgency and adaptability in response to critical escalated issues and business needs.

　　Preferred Qualifications

　　Experience participating in daily Kaizen events to identify and implement process improvement change initiatives

　　• PMP, LEAN, SIX SIGMA or similar certifications, and experience participating in daily Kaizen events to identify and implement process improvement change initiatives.

　　• Strong analytical and quantitative skill, be able to think and act both strategically and tactically, ability to use hard data and metrics to back up assumptions and feature concepts.

　　• Experience on critical escalations management for risks mitigation.