Operations Manager III - SEPO, SEPO, Perfect Order Experience Operations

Overview

Operations Manager III - SEPO, SEPO, Perfect Order Experience Operations. Leads a team of managers (manager of managers), overseeing a team of ~200-250 employees. Leverages Amazon infrastructure and develops points of control to mitigate bad actors with minimal disruption of good selling activity. Accountable for independent discretion-based decisions with significant bottom-line impact. Sets goals and is responsible for improvements in metrics for fraud prevention, user experience, and perceived safety for the site. Manages business-level escalations with customer interaction and reporting to Senior Leadership in Amazon. Drives results in a production environment and collaborates with teams across sites to meet operational metrics of quality, productivity, and service levels. Sets goals and vision for the function(s) and leads projects with multiple stakeholders to influence the larger POE team and stakeholders. Drives the Product Quality Ops strategy across the organization at different forums.

People management and development : Responsible for creating mechanisms for employee growth and development, enabling next level managers with succession planning and talent development. Involved in hiring for the team and other global functions within Amazon. Represents the team in the appraisal process and manages the organization structure to support scale and future growth.

Process improvements and networking : Drives innovation to remove operational inefficiencies, enhance existing SOPs, and lead cross-team projects. Develops new metrics and tools. Interacts with multiple internal and external stakeholders to drive common goals and establish effective communication channels across teams.

Responsibilities Manage a team of managers and an overall operations team of approximately 200–250 employees.

Ensure high quality and high-volume productivity within the function.

Provide guidance and mentorship to leadership levels and serve as a role model; build management depth.

Develop employees and their skill sets to expand team capabilities and create growth opportunities including succession planning across all teams.

Manage and execute defined metrics and quality; maintain clear metrics on investigation handling volumes, performance, and decision quality.

Achieve operational excellence and drive process improvements in service level agreements (SLAs).

Analyze key business levers to identify bad debt trends and proactively address root causes.

Drive operational efficiencies across processing areas while improving internal and external customer experience and reducing cost to serve.

Demonstrate exceptional leadership, analytical, managerial, interpersonal, and project management skills; blend operations, product management, customer service, global strategy, finance, and usability.

Basic Qualifications Bachelor's Degree

7+ years of operational and / or retail management experience

7+ years of team management experience

Experience using data to influence business decisions

Preferred Qualifications 8+ years of managing medium to large size cross-functional teams

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