Operations Manager, Registration and Compliance Operations

Description

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 is seeking an outstanding Operations Manager to join our RCO team, reporting to the L7 Leader. You will be responsible for providing the overall management for a team of 120-150 employees and direct leadership to the operations team, overseeing and developing employee performance and process improvement activities.

The job holder will be responsible for building and adhering to maintaining SOP’s, implementing, managing and reporting through Metrics, Service Level Agreements and Key Performance Indicators. Furthermore, they will adhere to all aspects of our RCO Trust & Safety Tenets to protect the Amazon.com brand globally and maximize trust in our end to end systems with buyers, sellers and all other customers.

You will be working in a fast-paced environment where every day brings new challenges and new opportunities. You should thrive and have demonstrated success in an environment, which offers ambiguously defined problems, big challenges, and quick changes. You are expected to balance big thinking with detailed execution and solid cross-functional collaborative results-oriented work. You should have excellent business and communication skills and be able to work with senior management globally, site peers and wide 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. This is a highly visible and impacting role within RCO. You will be expected to work with the program team to scale processes within the function to better serve new sellers during the on-boarding process.

Key job responsibilities

Manage a team of managers and an overall operations team of between 120 and 150 employees.

Ensure high quality and high volume productivity within the jobholder’s organizational units.

Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within your organizational units, 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 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 bad debt trends and proactively take action to eliminate root cause defects.

The manager's success will be measured by their ability to drive operational efficiencies across all processing areas whilst improving internal and external customer experience.

Keys to success in this role include exceptional leadership, analytical, managerial, interpersonal, and project management skills. This role blends operations, product management, customer service, global strategy, finance, and usability.

Basic Qualifications

5 or more years experience leading an operational organization in a global environment, responsible for an overall team of 120-150 employees.

Excellent written and verbal communication skills both remotely and face to face.

Proven evidence of success in operational management, operational enhancement and operational change.

Proven experience managing multi-cultural teams.

Proven experience of managing and developing two levels of management and their direct reports.

Good knowledge of employment law and HR policies and procedures.

Proven coaching and leadership skills including evidence of successful career progression and growth internally within operation and establishment of proven succession planning models.

5 years+ people and performance management experience.

A proven track record of implementing, delivering large projects and communicating effectively an executive level.

Preferred Qualifications

Six Sigma knowledge or similar models such as Lean are advantageous.

Proven operational experience across the domain of risk management & fraud.

Clear understanding of phishing, malware, active content, social engineering, mule networks, fraud detection, fraud workflow tools, etc.

A Bachelor’s degree or equivalent, MBA highly desirable.

Other optional credentials that will be a value-add are multi-lingual skills (Mandarin, Spanish, Italian or French).

5-10 years of leadership and people management experience.

Strong, self-driven leader with demonstrated ability to proactively drive, manage and grow an operations team.

Strong project management and people management skills.

Strong business sense and ability to create, communicate and achieve a vision.

Experience driving improvement, innovating new processes and driving out waste.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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.


Company - Amazon Ireland Support Services Limited

Job ID: A3026718