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Support Ops Manager I, ML Data Operations, FBA Support Operations

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Amazon

1mo ago

  • Job
    Full-time
    Junior Level
  • Logistics
    People, HR & Administration
  • Hyderabad, +1

AI generated summary

  • You need at least a year in people management, strong team-building skills, the ability to drive process improvements, and expertise in performance management and data analysis.
  • You will manage team performance, provide coaching, resolve escalated issues, communicate with stakeholders, lead meetings, create productivity reports, and drive process improvements.

Requirements

  • Should be currently in people management role with a minimum of one year of direct people management experience.
  • Any graduate and above (or) an equivalent degree with people managerial experience.
  • Demonstrated team-building skills within own team or across other teams.
  • Demonstrated ability to develop, direct, and manage a group of individuals including managing career growth.
  • Demonstrated skill in developing and implementing new strategies and procedures.
  • Demonstrated ability to devise and communicate administrative and procedural decisions.
  • Well versed in employee development and performance management skills and strategies including performance reviews, goal setting, and providing feedback.
  • Proven ability to report and analyze data.
  • Demonstrated ability to initiate and drive process improvements.
  • Demonstrated ability to develop, direct, and manage a team.
  • Skilled in developing and implementing new processes and procedures.
  • Ability to organize, prioritize and schedule work assignments.
  • Ability to develop, plan, and implement short and long-range goals (both for individuals and for the team).
  • Demonstrated passion for delivering a positive Customer experience.
  • Ability to perform ambiguous tasks without guidance and support.
  • Ability to foster a cooperative environment and work in a collegial fashion with peers in other organizational units.
  • Can adapt well to changing circumstances, direction, and strategy.
  • Ability to manage team performance through training, coaching, and process improvement.
  • Strong interpersonal and communication skills and the ability to communicate effectively with a wide range of constituencies in a diverse community.
  • Demonstrated team building skills: within own team/across other teams.
  • Ability to provide objective performance feedback.
  • Ability to maintain composure in critical situations and communicate clearly with both internal and external Customers.
  • Excellent documentation skills.
  • Strong history of proposing ideas for new metrics and tools.
  • Ability to own data collection and reporting for deep dives and escalations.

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.

FAQs

Do we support remote work?

No, this is not a virtual or hybrid role; candidates should be open to working from the office all five days.

What is the primary responsibility of the Support Ops Manager I?

The primary responsibility is to manage a team of Machine Learning Data associates, ensuring consistent evaluation of Seller reimbursement requests and addressing financial and inventory-related questions.

What qualifications are required for this position?

A minimum of one year of direct people management experience, a graduate degree or equivalent, and demonstrated skills in team development, performance management, and process improvement are required.

Are there opportunities for career development in this position?

Yes, the role includes providing individual coaching sessions and frequent one-on-ones that focus on individual performance and career development.

What kind of environment should candidates expect in this role?

Candidates can expect a collaborative environment where they will work closely with team members and stakeholders to ensure a consistent employee experience.

Is this role suitable for someone new to people management?

No, candidates should currently be in a people management role with at least one year of direct experience.

How does the role contribute to the overall success of the FBA Support Operations team?

The role is central to setting the vision, direction, and culture of the team, driving process improvements, and ensuring the delivery of world-class service to Sellers.

What kind of reports will the Support Ops Manager I be responsible for?

The manager will create and update weekly and monthly productivity reports displaying team performance against expectations.

Are there specific communication skills required for this position?

Yes, strong interpersonal and communication skills are crucial, along with the ability to provide objective feedback and maintain composure in critical situations.

How important is the focus on customer experience in this role?

A demonstrated passion for delivering a positive customer experience is highly important, as the role involves ensuring that sellers receive consistent and fair evaluations.

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Amazon

Retail & Consumer Goods
Industry
10,001+
Employees
1994
Founded Year

Mission & Purpose

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1."​ What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.