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Job Description
Job Summary: Lead a team of up to 15 Associate Advisors or Trainers in Shanghai and Chengdu, managing people, processes, and stakeholders to achieve accuracy goals and drive innovation in Support Operations.
The Support Operations team is a crucial part of the Defect Prevention & Reconciliation (DP&R) team, aiming to create an intuitive, accurate, and automated inventory management experience for Sellers. The team currently caters to Fulfillment by Amazon (FBA) for the NA marketplace, providing a low-cost alternative for fulfillment and enabling third-party Sellers to rapidly grow their business.
**Key Responsibilities:**
* Manage a team of up to 15 Associate Advisors or Trainers, owning all aspects of people, process, and stakeholder management.
* Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.
* Manage the career growth and development of associates by driving focus on Amazon's Core Values, providing guidance and mentorship to all levels of leadership.
* Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments to solve medium to high complexity problems.
* Serve as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature.
* Provide analysis and program support to stakeholder teams.
* Identify and eliminate root cause barriers to accuracy, productivity, quality, and seller knowledge gaps.
* Deep dive trend data related to customer contacts and defect prevention.
* Lead team meetings focused on team performance, policy and site updates, and team-building activities.
**Requirements:**
* Fluent in Mandarin and English.
* Preferred experience in leading training relative program or team.
* BA/BS degree required or equivalent leadership experience, 3-5 years experience in people management.
* 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.
* 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.
**Preferred Qualifications:**
* People Management Skills:
+ 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 to 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.
* Communication Skills:
+ 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.
* Continuous Improvement:
+ Strong history of proposing ideas for new metrics and tools improvement.
+ Ability to own data collection and reporting for deep dives and escalations.