Support Ops Manager, FBA Support Operations

Amazon.com Services LLC
Full Time
+4 locationsRemote
$69,100 - $121,000 a year
Posted 7 days ago
Job description
  • Bachelor's degree
  • 2+ years experience in people management
  • 2+ years experience in program management

Job summary
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. Amazon's evolution from website to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world. This position will play a critical role supporting FBA Support Operations team.

FBA Support Operations team is seeking highly motivated managers to lead teams of up to 20 hourly associates. The role is a mix of people and process management, and a successful candidate is one who can react to day-to-day people issues, while maintaining a focus on the bigger picture and identify opportunities and implement process improvements.

As a support team manager, the manager provides leadership, administrative support, and people development to their team, to constantly meet/exceed service levels based on capacity and team delivery, meet/exceed productivity and quality targets, and execute road mapped projects with various stakeholders.

In addition to being responsible for achieving and exceeding team-defined metrics through rigorous performance management, they will be expected to participate in strategic planning and project road mapping activities for the global team, and maintain the team in accordance with Amazon’s policies and procedures including effective staffing, work planning, corrective action and conflict resolution.

The key to success in this role is the ability to understand the Support Ops vision and make independent decisions with data and sound judgment to manage their teams to attain that vision.

Key job responsibilities
  • Responsible for the overall direction and performance of up to 20 L3 & L4 hourly Investigation Specialists
  • 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.
  • Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments to solve medium to high complexity problems.
  • Provide analysis and program support to stakeholder teams.
  • 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.
  • Identify and eliminate root cause barriers to accuracy, productivity, quality, and seller knowledge gaps.
  • Deep dive trend data related to customer contacts and defect prevention.

About the team
Fulfillment 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.
  • 5+ years experience in people management
  • 5+ years experience in program management
  • Experience developing, planning, and implementing short and long-range goals (both for individuals and for the team)
  • Experience in employee development and performance management skills and strategies including performance reviews, goal setting, and providing feedback
  • Excellent verbal and written communication skills

The pay range for this position in Colorado is $69,100-121,000/yr ; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the Colorado Equal Pay Act. Base (CEPA) pay information is based on market location.



Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

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