Merchant Support Leader, Smart Commerce, Amazon

This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Description

Are you someone who is passionate about thriving with Zero to One challenges & love building new strategic businesses? Are you passionate about improving the quality of customer support experience? Do you thrive in a fast-paced environment in which you have the opportunity to influence change?

We are looking for a customer obsessed support leader who is responsible for managing the delivery and quality of support experience for all Smart Commerce merchants with vendor managed operations. You will be the single threaded owner to manage end to end support experience for service quality, on time resolution, setting up and overseeing processes with all cross functional teams (quality, training, HR, ops, tech) and partner with internal business teams to eliminate support contacts. This is a high-impact role requires strong attention to detail and great deep dive skills to set up and scale support experience across all Smart Commerce offerings and build sustainable processes through mechanisms.

Key job responsibilities

Manage the end to end experience for all merchant contacts through all channels (self-serve and assisted) within the defined performance metrics

Manage a team of 1P team onboarding and support associates/leads.

Collaborate with the outsourcing partner to plan for resource capacity, on time hiring to meet capacity and design new hire training plan

Manage on time handing and resolution of the contacts across channels (call, chat, email, etc) to meet the service quality standards

Develop and implement the framework to manage service quality (audit parameters, sampling methodology) and drive process improvements to deliver high quality support

Develop, plan and implement standards, mechanisms and systemic solutions to optimize for efficiency, quality and cost

Create and implement solutions/mechanisms to incorporate learnings from seller contacts (VOS, insight mining, etc) to partner with product, GTM and tech to improve the overall product experience

Develop and review metrics, goals and set up reporting mechanisms and data analysis to measure performance

About The Team

The vision of Smart-commerce team is to digitize brand owners and selling partner by providing a suite of product offerings across the business's lifecycle. Within this, we are building a solution to enable sellers to set up their website & scale their independent online business serving their customers with the most effective ways possible. In other words, we want to be the one stop shop for all e-commerce needs of small & medium D2C brands.

(https://smartcommerce.amazon.in/)

Basic Qualifications

• 7+ years of production executives management experience
• 3+ years of operations management in a contact centre environment experience
• Knowledge of Excel at an advanced level
• Experience using data and metrics to drive improvements
• Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)
  
  

Preferred Qualifications

• Knowledge of process improvement, ideally including Lean, Kaizen and Six Sigma
• Experience in project management
  
  

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Amazon