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Description

Selling Partner Support (SPS) is the organization within Amazon Merchant business unit that provides world-class support to millions of Amazon Selling Partners (SPs) in 20 different platforms. SPs are our customers and we help eliminate problems associated with selling their products on Amazon. SPS acts as the primary interface between Amazon and SPs, will be responsible for providing world class timely and accurate operational support to Merchants selling on the Amazon platforms, address chronic system issues, provide process improvements, develop internal procedures and features to improve external and internal customer experience consistently.

CN PSS (Premium Selling Support) is under Selling Partner Experience (SPX) function of Selling Partner Support (SPS) organization, launched in May 2017, provide dedicated end to end service with accelerate response and qualified resolution to the cases created by CN AGS Paid Service Selling Partner across US, EU5 and JP, focus on handling complex and critical issues, interpreting comprehensively about Amazon polices, features etc. , and drive Selling Partner experience (SPX) improvement continuously for their long term success., also contribute to SPS mission of “strive to make Amazon the best place for Selling Partners”.

This position, as owner of one PSS team, leads PSS Account Managers, owns relevant goals and objectives in line with global or business team strategic planning, is responsible for team’s overall operational excellence on quality, efficiency, project and employee experience etc. metrics, build collaborating model or mechanism with local and global partners within or out of SPS for final delivery, initiate or facilitate the transition of new projects, products, systems and processes from project to operational status.

Key job responsibilities

• Direct line management for the Premium SPS AMs at the size of 20-24.

• Manage performance and behavior through effective 1:1 meeting, coaching, and mentorship.

• Implement performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.

• Regularly review and analyze team data to identify areas of opportunity that will drive performance improvement.

• Ensure that SPS Account Managers have a clear understanding of the team vision, mission, and behavior criteria. How it impacts performance and the overall seller experience.

• Oversee effective implementation of short term staffing plan and scheduling adherence in partnership with workflow.

• Participate in Kaizen events to identify and implement process improvement change initiatives.

• Nurture a culture within the team that consistently demonstrates alignment with leadership principles; visibly ties department decisions to leadership principles and tenets.

• Conduct Seller interaction audits and provide coaching to improve performance.

• Maintain a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.

• Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.

• Liaise with other departments.

We are open to hiring candidates to work out of one of the following locations:

Beijing, 11, CHN | Chengdu, 51, CHN

Basic Qualifications

• 5+ years of cross functional project delivery experience

• 2+ years of managing a large-scale operation with managing front line supervisors experience

• Experience using data and metrics to drive improvements

• Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)

• Experience developing and implementing new strategies and procedures

Preferred Qualifications

• Knowledge of SQL and VBA

• Experience implementing change management successfully transitioning programs into large-scale operations