DESCRIPTION

At Amazon, the Registration & Compliance Operations (RCO) organization is responsible for making Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the ‘ill-intentioned’. Protecting the interests of the end users is our top priority, balancing being compliant and giving a great customer experience. Our team achieves this objective through a combination of automated and manual investigations of the seller transactions on our marketplace.

The Registration & Compliance Ops (RCO) organization is seeking an outstanding Operations Manager to join our RCO team located in Barcelona. You will be responsible for providing the overall management for a team of 120-150 employees across 3-5 diverse functions and direct leadership to the operations team, overseeing and developing employee performance and process improvement activities.

Partnering with onsite and remote program managers, this role facilitates the scale up of operations team, management structure, systems and processes. The Operations Manager owns productivity & related goals for his/her operations team in line with overall functional / RCO strategic planning and coordinates with recruitment, training and workforce management to meet the forecasted demand. Leading teams of managers and associates, the Operations Manager’s goal is to deliver the perfect selling partner interaction, while setting the right culture & performance bar for the overall operations team, culminating in driving people related development/performance management goals.

You will be working in a fast-paced environment where every day brings unique new challenges and new opportunities. You should have good business and communication skills and be able to work with senior management globally, site peers and worldwide business stakeholders as well as legal owners to develop and define mutually agreeable solutions. This position will involve regular communication and engagement with senior management. Cross-team coordination, project management and executive level presentation skills will be key to success.

Key job responsibilities
• Manage a team of operations managers and an overall operations team of between 120-170 employees.
• Ensure high quality and high volume productivity within the organizational units.
• Manage and execute for defined metrics and quality, maintain clear metrics on our investigation handling volumes, performance, and decision quality.
• Achieve operational excellence and drive process improvement in our service level agreements (SLAs) for all processing activities.
• Analyze the key levers of the business to identify trends and proactively take action to eliminate root cause defects.
• Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within your operations team, as well as serving as an outstanding role model.
• Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon.com leaders including application of succession planning at all levels across all teams.
• Manage performance and behavior of direct reports through effective 1:1 meetings, coaching and mentorship
• Keys to success in this role include exceptional leadership, analytical, managerial, interpersonal, and project management skills. This role blends operations, program management and customer service.

BASIC QUALIFICATIONS

– 7+ years of operational and/or retail management experience
– 7+ years of team management experience
– Experience using data to influence business decisions
– Graduate in any stream. Masters in Business or Management will be an added advantage.
– 7 or more years of experience leading an operational organization in a global environment, responsible for an overall team of 100+ employees.
– Have track record of implementing, delivering large projects and communicating effectively an executive level.
– Have shown evidence of success in operational management, operational enhancement and operational change.
– Good written and verbal communication skills both remotely and face to face.
– Have track record of driving change and innovation
– Ability to understand and manage complex systems
– Ability to source and analyze data to drive business strategies and decisions.
– Experience of managing and developing two levels of management and their direct reports.
– Have coaching and leadership skills including evidence of successful career progression and growth internally within operation and establishment of succession planning models.
– Understanding of Lean and Six Sigma and a keen interest in and familiarity with technical systems
– Advanced knowledge of Excel is a huge plus for this role.

PREFERRED QUALIFICATIONS

– 1. Have commitment to customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
– 2. Should know how to articulate, both in documentation and speech.
– 3. Quality initiative skill – Six Sigma defect reduction techniques,
– 4. Proven experience across the domain of Risk Management & Compliance operations.