北京招聘

Operation Manager, Seller Support

Amazon.cn – Operation Manager, Seller Support – Beijing – China
Amazon provides enterprises the opportunity to sell their goods on the Amazon platform. Worldwide, more than a million sellers use this Marketplace and thereby contribute to the success of Amazon.

Amazon is growing its Marketplace business in China aggressively. In this context, Amazon is seeking a creative, dynamic and motivated leader for its Seller Support Management Team based in Beijing, China.

The manager of the Seller Support inbound call team will be directly responsible for providing high-quality inbound call service to Amazon’s seller. The jobholder will lead a team of Team leaders and Associates to build up and continuously optimize inbound call process and deliver strong productivity, at the same time improve the seller experience.
Your broad responsibilities will include ramping up the size of your team to accompany business, managing team performance to deliver high productivity, inventing and implementing new processes to set up team and drive team efficiency as well as analyzing business results to influence department strategy.

The ideal candidate will possess a strong experience in leading and managing support operations. He/she will have a track record in building a strong team and driving them to deliver on unreasonable goals. He/she should also have a demonstrated ability to think strategically about business, product, and technical challenges, along with the ability to come up with original approaches and operational improvements.

Your superior communication and organizational skills, will enable you to operate in a fast-moving and sometimes ambiguous environment, where you will have the responsibility for achieving our business objectives. This role provides ample opportunity to develop original ideas, approaches, and solutions in a competitive and fast-moving environment.

Responsibilities:
? Plan and optimize utilization of Amazon resources and manpower to meet company objectives and Key Performance Indicators;
? Manage the operations of inbound team environment and ensure the operation is in accordance with established procedures and practices;
? Continually measure and evaluate all work processes;
? Identify and implement change or develop new processes to provide the ability to better direct multiple queues while keeping pace with our explosive growth and changing customer offer;
? Carry out team people and performance management responsibilities, driving career development and team productivity;
? Maintain a complete and thorough understanding of inbound systems in a complex Seller Support Management center, and ensure adequate training for staff;
? Maintain open communications with business management to keep them up to date with operational situations that impact or may impact their respective areas;
? Develop and maintain relationships with key stakeholders inside and outside the team;
? Contribute to the strategic operation, growth and budget planning for Seller Support in both China and worldwide;
? Proven experience in leadership and employee development;
? Ensure seller satisfaction and that existing Service Level Agreement measures are met; Be fully accountable results of the seller support center;
Basic Qualifications:
? Proven track record of success in operation management and people management;
? Highly organized and results oriented;
? 7-8 years’ experience in related industry, technical support operation would be preferred;
? Solid understanding of process improvement, ideally including Lean, Kaizen and Six Sigma;
? Familiarity with technical systems (both in house and external);
? Proven exceptional level of dedication and motivation;
? Strong oral and written communication skills in Mandarin and English;
? Excellent attention to detail with an analytical approach;
? Data-driven and results focused.
Preferred Qualifications:
? High standard of education or compensating work experience.
? Graduate BA or BS degree required, MBA prefer.

亚马逊于 2004 年进入中国，秉承“顾客至尚”的理念，不断为中国用户创新。目前亚马逊在中国布局的核心战略业务包括以亚马逊海外购和亚马逊全球开店为中心的跨境电子商务，Kindle 电子书阅读器和电子书，亚马逊物流运营和亚马逊云计算服务（AWS）。

依托亚马逊全球15大站点、***的全球资源和跨境物流体系，亚马逊中国持续推进跨境电商战略。2014年， 亚马逊中国正式上线亚马逊海外购商店——亚马逊***本地化、多站点的全球商店，致力于打造中国消费者信赖的选购高品质海外正品的跨境网购首选站点。消费者用中文即可直接购买来自亚马逊美国、英国、日本、德国网站的 30 大 品类、逾 2000 万的海外正品。商品经由亚马逊全球物流体系从海外运营中心直送中国消费者。亚马逊 Prime 会员服务 于2016年10月在中国上线，是亚马逊全球***提供跨境订单全年无限次免费配送的会员服务。

亚马逊全球开店致力于帮助中国卖家发展出口业务、拓展全球市场、打造国际品牌。目前数以万计的中国卖家加入了该项目。包括亚马逊美国、加拿大、德国、英国、法国、意大利、西班牙、日本、墨西哥、澳大利亚、中东及印度在 内的 12 大海外站点已向中国卖家全面开放。中国卖家可将商品销售给亚马逊全球超过 3 亿的活跃用户，以及亚马逊美国、欧洲和日本的数百万企业与机构买家。

亚马逊在全球拥有 175 个运营中心，配备超过 10 万台 Kiva 智能机器人，可将商品配送至 185 个国家和地区。借助全球领先的物流交付能力，亚马逊中国为通过海外购进行跨境网购的中国消费者提供一流的跨境配送体验，并帮助中国卖家出口海外，拓展国际市场。

亚马逊中国致力于为中国消费者带来完善的阅读体验，点燃中国大众的阅读热情。2012年12月，Kindle中国电子书店正式上线，通过与数百家中国出版机构商和进口书商合作，目前为中国读者提供了超过 70 万册电子书。2013 年 6 月，Kindle 电子书阅读器进入中国市场，随后亚马逊陆续为中国消费者带来了 Kindle 电子书阅读器全系列产品，并与全球保持新品同步发售，Kindle Unlimited电子书包月服务与Prime 阅读等服务也相继推出。