Listing Creation Team Manager in Lagunilla, Costa Rica

Amazon is seeking an experienced technical leader and manger to lead our Listing Creation Team in Costa Rica and grow the team in new Seller Integration engagements. The role will be required to effectively manage a large team and to provide technical thought leadership

As a Manager, this role will provide behavioral coaching, guidance, and mentorship to associates; driving achievement of performance goals. They will be responsible for providing timely and efficient service to our Sellers by optimizing the productivity of team that results in a perfect Seller Interaction. Other responsibilities include interviewing, performance management and employee engagement.

As a technical leader, this role will identify and implement process improvements, design trainings and identify new opportunity to ensure the success of Amazon Business Sellers. They will grow the competency of the Associate in new areas to increase the range of integration projects that the team can contribute to.

As the key point of contact with Onboarding Corporate teams in the US, this manager will be a self-starter and motivated individual who can work independently while driving good communication and integration with processes followed by sister teams in the US.

Amazon Business, launched in April 2015, is experience rapid growth. In its first year it surpassed $1B in sales, 400k business customers and over 40k business merchants. The Amazon Business Marketplace exceeds 50% of the total sales and unit volume, growing at over 20% month-over-month. Vital to the strategic growth and continued acceleration of Amazon Business, selection from Sellers helps Amazon continue to grow the largest selection on Earth and better delight our customers. We are constantly working on better ways to help sellers integrate their inventory with Amazon’s existing catalogue and set every seller up for success on Amazon from day one.

Roles and Responsibilities

· Sets the vision, direction and culture of the Operations team by defining individual and team performance expectations and goals, and holding their teams accountable for meeting and exceeding performance targets

· Responsible for the hiring, retention and management of team members.

· Proactively engages resources to address issues, and effectively delegates workload across the team.

· Create and implement a rigorous feedback loop to continuously incorporate new best practices and tools to improve overall efficiency, quality, and the Seller Experience.

· Identify and execute on opportunities to expand the team’s service offerings in support of the lead to launch process and ongoing Seller success.

· Provide input to and deploy standard operating procedures to support the Sales to Seller Launch process.

· Collaborate with the Product Management teams to identify opportunities to improve the Seller Experience or internal efficiency through the development of tools and Seller facing features.

· Identify, define, and track strategic initiatives related to improving team operational processes and seller success.

· Participates on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization.

· Provide actionable data to the various internal support groups when needed.

· Prepare and analyze internal and external reports that will provide actionable feedback to the teams.

· Drives creation of quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives.

Previous experience managing a large-scale operation with a minimum of 2 years managing frontline supervisors or 4 years managing individual contributors in a customer service environment, experience within a contact center preferred

· Technical skills on data integration in Web and e-commerce environments

· Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment

· Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders

· Demonstrates high degree of ability to analyze data, using the data to drive decision making and Implement effective resolutions

· Previous experience implementing change management successfully transitioning programs into large scale operations

· Proven ability to make and implement decisions

· Proven ability to build relationships quickly

· Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently

· Fosters a positive team environment and collaboration within the site

· Easily approachable, cooperative, and a team player, easily gains the trust and support of associates, supervisors and peers

· Demonstrates effective, clear and professional written and oral communication

· Strong prioritization, time management skills and ability to delegate effectively

· Ability to embrace constant change with flexibility and good grace

· Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.

· High English fluency required

BA or BS preferred

· Professional experience architecting/operating solutions through integration using APIs.

· Computer Science or Math background desired

· Demonstrates effective, clear and professional written and oral communication

AMZR Req ID: 532655

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