DESCRIPTION

Job summary
The Senior Manager of Operations is a leader of leaders who will lead the global Brand Protection Business Operations team comprising program managers, risk investigators, auditors, and specialists in capacity management, workflow management, and process improvement. This team collaborates closely with Product, Program, and Engineering teams in multiple locations to define and execute processes that help Amazon build trust with brands and customers by preventing IP infringements and counterfeits, and preserving the integrity of the product catalog. These processes combine human judgment with automation including machine learning models to perform high-precision audits and risk investigations at scale. The leader of this team will influence strategy and roadmaps for Product, Engineering, and Applied Science to ensure that we continuously drive up speed of decision making, and improve automation, without compromising on customer experience or decision quality.

The successful candidate will have demonstrable ability to operate a large-scale organization in a fast-paced environment where change is a constant. This leader will be skilled at motivating and engaging a large workforce by nurturing a growth-oriented culture, role modeling high standards, and setting big goals. As a senior Amazon leader, this leader will need to develop a deep understanding of the business domain, and be skilled at using that understanding to drive business priorities and use sound judgment to deal with complexity and make smart tradeoffs.

Key job responsibilities
• Hiring and developing a high-performing team that is mission-oriented and skilled at breaking down complex problems into robust, repeatable, and measurable processes.
• Partnering with Business, Engineering, and Applied Science stakeholders across multiple teams to define processes that leverage human insights with automation.
• Driving a culture of Continuous Improvement that empowers the team to deliver process improvements resulting in higher decision quality and faster turnaround time.
• Ensuring the highest standards of operational rigor on service levels and decision quality, partnering with upstream teams to drive down defects at source.
• Working with Analytics, Applied Science, and Engineering leaders to develop world-class ML Ops capability.

About the team
Amazon’s Brand Protection organization’s mission is to protect brands’ intellectual property (IP) on our stores worldwide. We operate at Amazon scale to ensure that product listings on Amazon stay free from IP infringements and abusive manipulations. The Brand Protection Business Operations team plays a critical role in this mission by helping us scale our protections across a million plus brands and over 21 countries, while ensuring we uphold high standards on decision quality and customer experience.

BASIC QUALIFICATIONS

• Bachelor’s degree
• 8+ yrs years’ work experience in leading large-scale operations across multiple locations and time zones
• 8+ years’ experience in program management, in a matrixed environment
• 5+ years’ experience as a leader of leaders, including hiring, developing and managing employee performance
• Demonstrable ability to define and drive metrics and goals, backed by data-driven decision making
• Experience working with technology teams and solving operational issues using technology
• Experience working with and influencing senior executives through written and verbal communications

PREFERRED QUALIFICATIONS

• MBA or Master’s degree
• Experience in process improvement, Lean/Six Sigma
• Experience in managing to budgets and driving automation through technology
• Experience working in Tech industry