Sr. Manager, Seller Support, Sp Support

hace 2 semanas

Barcelona, España Amazon Spain Services, S.L. A tiempo completo

A BA or BS in Business, Economics, Operations, Finance, or another relevant discipline
- 7-10 years of post-graduate work experience in a related function or field
- Experience in breaking down complex problems and setting a vision to simplify, improve, and automate
- Experience in managing large multi-functional projects, programs, or initiatives

The Sr. Manager, Support Escalations is an Operations role, responsible for the Global Andon Team (GAT), Leadership Escalations (LESC) and the Escalation Resolution Team (ERT). This role is accountable for delivering high quality support through core operations and serving Selling Partners who have escalated complex contacts. This role is a leader of leaders across three functions with responsibility for 4 layers with a span across both Operations and Program Managers job families. The position leads +535 L3, L4, and L5 employees and 4 L6 leaders, with employees located in 23 sites across India, EMEA, NA and PHI In-House locations. These employees are operating both virtually and on-site supporting all existing 21 Amazon stores, in a highly complex and matrixed environment. The role sets the vision, direction and culture to create a high performing organization across all 23 sites.

In the GAT and LESC programs, the position leads Global quality and efficiency improvements, and builds scalable mechanisms that directly impact and enhance customer and business outcomes. This enables the Sr. Mgr. to own end-to-end customer experience, while building from strategy stage through to execution.

This role will report to the L8 Director, and is pivotal towards optimizing high performance and enhancing Selling Partner experience through the scale of the business functions.

Complexity. Manages significantly complex problems, decisions, and escalations. Mitigates risks created by complexity. Makes trade-offs: opportunity vs. resources vs. sustainability.

The Sr. Mgr solves complex seller support business problems and puts plans in place to mitigate negative service trends through identifying and eliminating barriers to productivity and quality. The role is responsible for creating and delivering key operational metrics and goals such as Productivity, Reopen, Seller Experience as well as key employee engagement metrics such as Job and Manager Satisfaction. The role is also responsible for some of the programmatic goals targeted at a wide range of complex initiatives, including 1. Elimination of complex escalated casework with varying root causes and contact deflection (LESC), 2. Andon Cord volume reduction (GAT), 3. Andon Cord defect reduction driving Possible Coaching Opportunities (PCO) and Defect Consolidation Programs (DCP) (GAT). This role needs high judgment to make trade-offs between short term opportunity vs. sustainability for long term, such as launching new initiatives to improve seller experience with operational workarounds until technology is ready for long term operational sustainability.

**Ambiguity**: Uses significant expertise and high judgment to design the right team structures and mechanisms to meet long-term business goals. Able to set a vision, design a strategy, and achieve consensus on priorities. Leads independently.

Strategic management. Responsible for goals in an operational area where the strategy is yet to be defined. Designs the right approach to help their workforce adapt to significant change (e.g., new automation, kaizen improvements, etc.).
This role requires strategic leadership, in order to create the vision and lead complex operations through continuous process improvement initiatives. The position operates in a highly matrixed environment, requiring skills in influencing multiple stakeholders across global regions. The Sr. Mgr. is responsible for collaborating with global stakeholders, as well as building and scaling the ERT team to support WW expansion of Escalate My Case operations globally by end of 2023.

**Director Level Goals**:
1. Reduce Andon rate from 2.33% to 1.90% (Exit Goal) by 12/31/23
2. Achieve Andon Resolve time of 10.50 minutes, an improvement of 1.91 mins YoY
3. Improve Andon satisfaction score from 96.24% in 2022 to 97% in 2023, a YoY increase of 76bps.
4. Reduce Fresh leadership escalation rate from 0.48% in 2022 to 0.41% by 12/31/2023. YoY improvement of 70bps
Launch WW Escalate My Case Operations, by finalising the footprint, hiring and training associate population by EOY 2023

Barcelona, B, ESP
- Master’s in Operations Management, Business, Engineering or related field
- Experience in program product / management or management consulting
- Experience optimizing for short term execution while planning for long term technical capabilities.
- Experience in interaction with Sr Executive Leadership
- Experience driving multiple programs through a complete life cycle
- Independently driven, resourceful, and able to deliver results with mínimal direction.

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