Selling Partner Support Site Manager, Selling Partner Support

• Minimum of ‎10+ years of people management and operations leadership experience, including ‎4+ years in a senior management role in a fast paced, contact center environment.


• Proven track record of leading large operational teams to high levels of performance and developing future leaders.


• Highly analytical and data-oriented; comfortable making data-based decisions.


• Excellent follow-up skills and attention to detail.


• Superior written and verbal communication skills.


• Strong interpersonal skills, able to interact effectively and build relationships with people at all levels of the organization.


• Positive change agent in a constantly changing and growing operational
  environment


• Able to thrive in a global organization, advocating for local site while effectively liaising and supporting regional and global stakeholders.


• Highly adaptable and flexible.


• Strong orientation to developing and promoting standard processes and procedures.


• Bachelor's degree is required.


• This role will require some travel within the EU and occasional international travel.

Amazon opened its virtual doors in ‎1995 and strives to be the world's most
customer-centric company, where customers can find and discover anything they
might want to buy online. Our selling partner support team, which acts as the
primary interface between Amazon services and Merchants selling on the
Amazon.com platforms, is focused on building the world's most seller-focused
company, allowing for increased product selection on the Amazon Marketplace
and creating a wealth of opportunities for sellers to have a successful
business.

We are looking for a highly motivated professional to be responsible for
managing all aspects of our Cairo (Egypt) and Istanbul (Turkey) contact centre
operations which supports Amazon's third party sellers selling on Amazon in
the Middle East and Europe. The right individual is a highly effective people
manager, comfortable diving performance metrics and making data-based
decisions, able to adapt quickly to a growing business and manage ongoing
change in an positive way. The site manager must manage the seller experience
through leadership and vision, daily operational management and continuous
change management and process improvements. He or she will have left strong
successors behind them in their former companies and be focused on building a
strong, sustainable organization at Amazon.com. In addition, the right
individual will have solid business judgment, ability to effectively
communicate site goals, and drive a fast paced organization to deliver results
with a focused and pragmatic approach to the business.

The successful candidate will be a recognized role model for their people
leadership and operations knowledge and application. A strong record of
employee and customer advocacy, people development and high judgment are
critical for this role.

Primary Responsibilities:
* Manage all day to day operations at our Cairo and Istanbul contact centers, achieving performance goals while creating a positive, supportive Amazon culture that nurtures high performance and strong employee engagement.
* Collaborate with internal partners to build input-focused operating plans for achievement of key performance goals.
* Build working culture where accountability, transparency, and collaboration are the norm, and where data-based deep dives into root causes of defects is a standard operating practice
* Fosters a work environment that is respectful of all cultures and is accepting of a diverse workforce.
* Advocate for improvements to systems and processes that will benefit associates and/or sellers
* Implement bar-raising programs aimed at hiring and developing top talent and build career development roadmap for site leadership
* Inspire front line teams to go beyond the standard "call of duty" to find creative solutions for our sellers issues; encourage risk-taking and advocacy on behalf of sellers
* Create closed-loop feedback processes where associates are encouraged to be active participants in identifying opportunities for improvements to seller experience, workplace conditions, and internal tools.
* Work with finance team to develop and manage to annual expense budget
* Build collaborative relationships with leaders in other departments
Focus and deliverables in first ‎12 months:
* Achieve site-wide goals in performance metrics including first-contact resolution, re-open rates, and quality.
* Build a high performing CAI/IST management team
* Build partnerships with internal and external teams to collaborate and drive measurable improvements in areas that cause Seller pain and associate frustration.
* Improve the experience of the associates as measured by improvements in attrition and associate engagement surveys.

• Master's Degree in Business desirable


• Prior experience in a global multi-national corporation preferred.


• Prior experience in operational startups highly desirable.


• Understanding of project management, Lean and Six Sigma.