Overview: Seller Support at AMAZON
Amazon 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 continues to grow and evolve as a world-class e-commerce platform. To expand the selection of products available to customers Amazon engages with sellers who offer their catalogue of products on Amazons global ecommerce platforms. The Seller Support team acts as the primary interface between Amazon and sellers. We obsess over providing world class support, technical assistance and account management services to our global partners. We strive to predict the Seller’s needs, create innovative self-help tools and provide solutions to help our partners better serve their customers and grow their businesses.
Seller Support at Amazon provides candidates with an opportunity to join a diverse, multicultural team with direct partnerships across extensive worldwide locations. Amazon and Seller Support pride ourselves on growing talent and leadership from within, offering multiple career paths in areas such as people management, program management, technical support, HR, training and development and workforce planning. Roles within Seller Support at Amazon offer candidates the opportunity to grow and develop skills such as mentorship, coaching, negotiation, process improvement, account management, data analysis, presentation and communication all while contributing to our vision of creating and sustaining a culture of approachable excellence that delivers a remarkable and reproducible Seller experience.
JOB TITLE Site Readiness Manager
The Site Readiness Manager (SRM) will be responsible for partnering with Program Managers and the Change Program Management team to engage in planning and delivering the launch of new processes, programs or features across Seller Support that will have direct global impact on associates and sellers. SRMs will be the local site stakeholder for projects and will be accountable for assessing site launch readiness, communicating decisions, and responsible for measuring the success of project launches.
Summary of Responsibilities
Identify local points of contact to provide project support in coordination with Program Managers, Workflow and Capacity Planning.
Engage with Human Resources to investigate and identify any employment relations or legislative requirements relating to the launch.
Work with Program Managers to identify program headcount requirements and formulate a recruitment plan with site leadership and recruiters.
Serve as the primary escalation point for both the local leadership teams and Program Managers on all topics related to the project.
Provide input to confirm program launch dates and readiness for deployment.
Assist PM on determining the appropriate level of site communication and provide feedback on a site communication plan if one is required.
Identify and evaluate potential site-specific risks/obstacles to a successful launch and make recommendations that may impact overall project schedule.
Review and determine whether or not training materials will be needed for launch and coordinates with the Program Manager.
Ensure project launch information is communicated effectively to minimize any negative impact at the site while supporting a high level of engagement and implementation.
Have sole discretion and autonomy for making the GO/NO GO decision regarding the launches of projects, first ensuring that all actions were performed to enable a successful launch.
Provide support to Program Managers with initial project exception reporting and identifying reporting criteria and ongoing controls needed to sustain the program, if necessary.
Participate in initial post launch analysis and deep-dives to understand site performance impacts.
Provide closed-loop feedback to at all stages of deployment to Program Managers (e.g. knowledge gaps, workflow misses, metrics impact, quality issues).
Be responsible for gathering and summarizing feedback on project launch misses and communicating to all teams involved in a timely manner.
Will be responsible for driving post-launch effectiveness tracking.
Ideal Candidate Profile
Highly organised, efficient and process oriented. The ideal candidate will be an excellent project manager with impeccable communication and influencing skills. A true advocate for Seller and Associate experience this role requires a candidate with a thoughtful, considered approach to program launches. Results and action oriented with a strong business acumen and the ability to multitask, prioritize and manage stakeholder expectations.
Education, Experience and Skills
College degree (BA/BS) or higher in relevant field preferred.
2+ years of relevant program management experience
Demonstrated ability to manage competing priorities across multiple projects under tight deadlines.
Strong verbal and written communication skills.
Knowledge of CSS, HTML and XHTML.
Understanding of call center operations.
Ability to assess program or feature impacts on associates and sellers.
Experience in readiness, communications and site launch planning
Familiarity with organizational process design
Ability to work cross functionally , internally and externally to the site
Understanding of relational databases a plus.
Salary: Not Disclosed by Recruiter
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Transitions/Migrations Manager
Role: Transitions/Migrations Manager
Project ManagementPeople ManagementProgram ManagementCall Center OperationsTransition ManagerSite Readiness
PG – Any Postgraduate, Post Graduation Not Required
Doctorate – Any Doctorate – Any Specialization, Doctorate Not Required
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’s evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company’s DNA. The world’s brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.
Contact Company:Amazon Development Centre (India) Pvt Ltd