Support Ops Manager, FBA Support Operations
Job summaryAmazon.
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.
Fulfillment by Amazon (FBA) is a service that helps businesses grow by providing access to Amazon's logistics network.
Businesses send products to Amazon fulfillment centers and when a customer makes a purchase, we handle receiving, packing, shipping, customer service, and returns for those orders.
Effective, reliable ecommerce fulfillment delights customers, and simplifies matters for our Sellers so they can put their full focus on Customer Experience.
The FBA Support Operations team's mission is to work with our Sellers and internal teams to ensure our supply chain is operating smoothly, and any Seller issues or concerns are resolved in an accurate and timely manner.
Across the United States, India, and China, our investigators dive deep with Sellers and internal Amazon teams every day.
FBA Support Operations is looking for a dynamic, talented, and highly-engaged Quality Assurance Leader for our US-based investigations organization.
In this role, you will be directly responsible for the performance, growth and development of an organization of L3 and L4 quality auditors, who work with hundreds of thousands of Amazon Sellers, and whose work influences hundreds of millions of dollars in FBA inventory and expenses.
You will be leading this critical team, and your role will be a mixture of people leadership, process management, achieving aggressive operational and financial targets, and most importantly - solving issues involving Amazon Sellers in the most timely and accurate fashion possible.
Your team owns Process Adherence and Reimbursement Accuracy, and is the mechanism by which we Insist on the Highest Standards, every day.
Beyond our daily impact on behalf of Amazon and our Sellers, our team members provide valuable information and insights to our product and technical teams, which in turn leads to improved product designs around automated defect detection and case resolution.
As an ideal candidate, you will have the ability to think and act strategically, while being attuned to auditing and influencing the finer details of your business.
You lead by example, roll up your sleeves when necessary, and set the tone for your team, who in turn set the tone for those they impact.
In addition to meeting/exceeding performance targets in case resolutions, decision accuracy, and Seller experience, you will identify opportunities to improve and scale your rapidly growing business.
You will partner with senior leaders in the US, India, and China to ensure consistent high standards are applied across all the geographies we serve, and that we provide a consistently outstanding employee experience.
Key job responsibilitieso Responsible for the overall direction and performance of up to 20 L3 & L4 hourly Investigation Specialists o Carry out managerial responsibilities in accordance with Amazon policies and procedures, in addition to interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
o Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments to solve medium to high complexity problems.
o Provide analysis and program support to stakeholder teams.
o Manage the career growth and development of their associates by driving focus on Amazon's Core Values.
Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as a role model.
o Identify and eliminate root cause barriers to accuracy, productivity, quality, and investigation specialist knowledge gaps.
o Deep dive trend data related to quality misses and reimbursement accuracy.
A day in the lifeOn a daily basis, our teams complete thousands of investigations, resolving seller contacts and concerns, providing proactive coaching, delivering highly accurate audit results, and ensuring our Sellers operate at the highest standards for our customers.
The work is detail-oriented and can be meticulous.
Your role will be to Insist on the Highest Standards for this important work, while also fostering a fun, inclusive, challenging, and positive environment for our Associates.
About the teamFulfillment By Amazon (FBA) is built around Amazon's world-class capability in ordering, fulfillment, transportation and Customer service.
By leveraging our current scale and supply chain, FBA can provide a low-cost alternative for fulfillment and enable third party Sellers to rapidly grow their business.
The FBA Support Operations team reviews Sellers' financial and inventory related questions, and ensures they are addressed in accordance with policy.
We believe consistency is the foundation to the world-class service we provide our Sellers, and Support Operations is at the center of ensuring consistent and fair evaluation of Seller reimbursement requests.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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.
Fulfillment by Amazon (FBA) is a service that helps businesses grow by providing access to Amazon's logistics network.
Businesses send products to Amazon fulfillment centers and when a customer makes a purchase, we handle receiving, packing, shipping, customer service, and returns for those orders.
Effective, reliable ecommerce fulfillment delights customers, and simplifies matters for our Sellers so they can put their full focus on Customer Experience.
The FBA Support Operations team's mission is to work with our Sellers and internal teams to ensure our supply chain is operating smoothly, and any Seller issues or concerns are resolved in an accurate and timely manner.
Across the United States, India, and China, our investigators dive deep with Sellers and internal Amazon teams every day.
FBA Support Operations is looking for a dynamic, talented, and highly-engaged Quality Assurance Leader for our US-based investigations organization.
In this role, you will be directly responsible for the performance, growth and development of an organization of L3 and L4 quality auditors, who work with hundreds of thousands of Amazon Sellers, and whose work influences hundreds of millions of dollars in FBA inventory and expenses.
You will be leading this critical team, and your role will be a mixture of people leadership, process management, achieving aggressive operational and financial targets, and most importantly - solving issues involving Amazon Sellers in the most timely and accurate fashion possible.
Your team owns Process Adherence and Reimbursement Accuracy, and is the mechanism by which we Insist on the Highest Standards, every day.
Beyond our daily impact on behalf of Amazon and our Sellers, our team members provide valuable information and insights to our product and technical teams, which in turn leads to improved product designs around automated defect detection and case resolution.
As an ideal candidate, you will have the ability to think and act strategically, while being attuned to auditing and influencing the finer details of your business.
You lead by example, roll up your sleeves when necessary, and set the tone for your team, who in turn set the tone for those they impact.
In addition to meeting/exceeding performance targets in case resolutions, decision accuracy, and Seller experience, you will identify opportunities to improve and scale your rapidly growing business.
You will partner with senior leaders in the US, India, and China to ensure consistent high standards are applied across all the geographies we serve, and that we provide a consistently outstanding employee experience.
Key job responsibilitieso Responsible for the overall direction and performance of up to 20 L3 & L4 hourly Investigation Specialists o Carry out managerial responsibilities in accordance with Amazon policies and procedures, in addition to interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
o Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments to solve medium to high complexity problems.
o Provide analysis and program support to stakeholder teams.
o Manage the career growth and development of their associates by driving focus on Amazon's Core Values.
Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as a role model.
o Identify and eliminate root cause barriers to accuracy, productivity, quality, and investigation specialist knowledge gaps.
o Deep dive trend data related to quality misses and reimbursement accuracy.
A day in the lifeOn a daily basis, our teams complete thousands of investigations, resolving seller contacts and concerns, providing proactive coaching, delivering highly accurate audit results, and ensuring our Sellers operate at the highest standards for our customers.
The work is detail-oriented and can be meticulous.
Your role will be to Insist on the Highest Standards for this important work, while also fostering a fun, inclusive, challenging, and positive environment for our Associates.
About the teamFulfillment By Amazon (FBA) is built around Amazon's world-class capability in ordering, fulfillment, transportation and Customer service.
By leveraging our current scale and supply chain, FBA can provide a low-cost alternative for fulfillment and enable third party Sellers to rapidly grow their business.
The FBA Support Operations team reviews Sellers' financial and inventory related questions, and ensures they are addressed in accordance with policy.
We believe consistency is the foundation to the world-class service we provide our Sellers, and Support Operations is at the center of ensuring consistent and fair evaluation of Seller reimbursement requests.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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