Support Ops Manager I, FBA Support Operations

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. FBA is one of the strategic long-term opportunities for the company to improve the lives of Sellers and buyers while leveraging our billion-dollar logistics infrastructure. 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. FBA Support Operations team is seeking highly motivated Team Manager to lead teams of up to 20 front-line associates. An FBA Support Operations Team Manager holds a front-line management position responsible for managing a team of Machine Learning Data associates. The role is a mix of people and process management and a successful candidate is one who can respond to day to day people issues, while maintaining a focus on the bigger picture.

Key job responsibilities
Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.
Provide individual coaching feedback sessions, and frequent one-on-ones that focus on performance, attendance adherence and career development.
Serve as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature.
Partner and communicate with stakeholders to ensure consistent employee experience.
Lead team meetings focused on team performance, policy and site updates, and team-building activities.
Create and update weekly and monthly productivity reports displaying team performance against expectations. Speak to team on performance and ongoing coaching methods in weekly performance review meetings.
Initiate and drive process improvements.
Note: This is not a remote or hybrid role. candidate should be open to work from office all 5 days.
- 4+ years of operational and/or retail management experience
- 2+ years of team management experience
- Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level
- Experience with operations, risk, fraud investigations etc.