Sr. Business Operation Manager

Job description

from Amazon careers

CN PSS (Premium Selling partner Support) is under Selling Partner Experience (SPX) function of Selling Partner Support (SPS) organization, launched in May 2017, serves Premium SPs, provides comprehensive, all-around issue resolution on complex contacts, also as pioneer on value-added proactive support with account-level approach, also contribute to SPS mission of “strive to make Amazon the best place for Selling Partners”.
This role will be responsible for supporting CN PSS team on operation excellence, translate premium SP’s problem statements into analysis requirements; define analytical approach, review and vet analytical approach with PSS operation teams; solve ambiguous analyses with less well-defined inputs and outputs, identify root causes; derive recommendations from analysis that significantly impact PSS team, create automation tools with AI skill or lead to change existing processes.

Key job responsibilities
• Define analytical approach by seller contact issue type, trending, behavior, provide feedback and inputs to PSS teams for AI tools, PSS processes and SPX improvement.
• Create and develop new PSS dashboards and AI tools from business analysis side to meet operation needs, meanwhile drive process efficiency and optimization.
• Effectively communicate with stakeholders to ensure high quality and timely completion of work requests.
• Demonstrate effective, clear and professional written communication with internal and external stakeholders.
• Actively seek solutions and communicate data trending to leadership, and suggest innovative solutions focusing on improving seller experience.
• Provide a high degree of flexibility both in terms of personal outlook/attitude and workload/tasks.
• Analyze and solve business problems with understanding root causes and driving forward-looking opportunities.
• Support cross-team processes and procedures.
• Scale CN best practices to other WW teams.

Basic Qualifications

- 10+ years of Microsoft Excel experience
- Bachelor's degree or equivalent
- Experience developing and implementing systems/tools utilized for CRM, variable compensation, revenue reporting, forecasting, Salesforce automation, etc.
- Experience defining, refining and implementing sales processes, procedures and policies or equivalent

Preferred Qualifications

- Experience using Salesforce (or other CRM tool) or BI tools
- Experience presenting to senior leadership

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