Skip to main content

SPS Service Delivery Manager

Job ID: 1776471 | AOSP - Manila

DESCRIPTION


Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online by giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Within Amazon, the Selling Partner Support Organization’s goal is to enable sellers, vendor, and brand owners of any size by helping them build the business they want. We obsess over providing world-class support to Merchants selling on the Amazon platform on a worldwide scale. Selling Partner Support strives to predict our Selling Partner's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers. So to our Third Party Merchants, we ARE Amazon!

The Philippines Service Delivery organization is seeking a Service Delivery Manager to join our Manila Service Delivery team to support/manage our EMEA/NA network. This is a high-impact, high-visibility position that interacts with a broad group and requires a superior self-directed individual with strong attention to detail and great organizational skills. The successful candidate will possess the ability to multitask, make smart and timely decisions with limited guidance, and react with appropriate levels of urgency to situations and events that require quick response or turnaround. They will be able to call upon their call/contact centre/Amazon expertise in order to share best practices to drive operational excellence. He or she will be highly self-motivated with a strong sense of initiative and will possess the ability to anticipate needs. In this role, you will be the Expert for our Amazon Program Managers and for our outsourced teams when it comes to handling Seller Contacts via chat, phone and email. Your focus is on supporting the associates and the management in the given outsource centres in handling seller contacts in the given language in a timely and professional manner. Your manager will be the Regional Partner Manager for the given organization. You will work in an international team of SMEs in which you give regular updates, share best practices and help drive the business.
This is your chance to work hard, have fun, and make history!
The position will be based in our Manila SPS site.

Amazon.com is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.


Key responsibilities:
· Manage relationships with our Outsourced Partners and serve as first point of escalation
· Strong business analytic experience to produce detailed operational metric reporting
· Management of daily/weekly operational delivery of key metrics
· Operational process standardization
· Deployment of new operations and/or SLAs within the Seller Support Outsourcing network
· Program management and special projects and other responsibilities as assigned
· Work closely with teams to share knowledge and best practices
· Liaise with other departments within Amazon
· Be a committed Seller advocate; driving process and tool improvements whilst encouraging Partner teams to operate with a sense of independence and ownership
· Identify technical issues affecting internal and external customers and escalate appropriately.
· Drive scoping on current and future tool needs and identify SOP improvements by proofing the need with use cases, and thereby drive value to captive and partner sites
· Identify the vital few that drive the most improvements based on the above analysis and keep this a continuous process.
· Participate in training sessions at the Outsourced Partner sites as a mentor/SME as needed

Performance management responsibilities:
· Provides value-added recommendations and continuous process improvements based on analysis to enhance systems, programs, or resolve Partner issues.
· Identify coaching and mentoring needs for Partner Associates to ensure they meet the required performance standards for quality and productivity. Drive your team in the Partner sites to high level of achievement
· Ensure that internal coaching requests are addressed and coached in a timely manner and a closed feedback loop is established
· Demonstrate appropriate sense of urgency for email response times and phone service levels.
· Experience in handling “angry” seller emails and calls and coaching the Partner team to avoid these in the future
Operational support duties:
• Provide real time support, assistance and feedback to Partner teams.
• Provides consulting and training support while encouraging Partner teams to operate with a sense of independence and ownership


BASIC QUALIFICATIONS

· Language skills: Excellent written and verbal communication skills in English (business level). Any other language is a “plus”.
· Have knowledge of KPIs, metrics and how to achieve them.
· Demonstrated ability to work in a cross-functional environment with various organizational units including senior level stakeholders.
· Understanding of call/contact centre operations
· Proven ability to lead others, even in a remote management environment
· Demonstrate effective, clear and professional written and oral communication skills.
· Ability to communicate effectively in one to one and group sessions.
· Strong prioritization and time management skills, with a high degree of flexibility.
· Demonstrated experience in coaching for results
· Desired skill-sets include MS Office Applications and technical skills (computers and internet).
· SPS knowledge and experience
· Ability to travel 25% or more (Domestically & Internationally)

PREFERRED QUALIFICATIONS

• Proven ability to lead others, even in a remote management environment
• Demonstrate effective, clear and professional written and oral communication skills.
• Strong prioritization and time management skills, with a high degree of flexibility.
• Ability to communicate effectively in one to one and group sessions.
• Able to give and receive feedback effectively.
• Insists on the highest standards from self and others. Drives accountability for results.
• Admits and takes ownership for mistakes. Knows when to ask for help.
• Keeps others informed of information that contributes to the performance of the team and ORG they are responsible for
• Engenders trust and respect in all working relationships.
• Strong motivational and interpersonal, as well as intercultural skills.
• Demonstrated experience in coaching for results