Support Ops Manager I, ML Data Operations, FBA Support Operations

Job Description

This job is with Amazon, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Description

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.

• 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 virtual or hybrid role. candidate should be open to work from office all 5 days.

• Should be currently in people management role with a minimum of one year of direct people management experience.
• Any graduate and above (or) an equivalent degree with people managerial experience.
• Demonstrated team-building skills within own team or across other teams.
• Demonstrated ability to develop, direct, and manage a group of individuals including managing career growth.
• Demonstrated skill in developing and implementing new strategies and procedures.
• Demonstrated ability to devise and communicate administrative and procedural decisions.
• Well versed in employee development and performance management skills and strategies including performance reviews, goal setting, and providing feedback.
• Proven ability to report and analyze data.
• Demonstrated ability to initiate and drive process improvements.

Preferred Qualifications

People Management Skills:

• Demonstrated ability to develop, direct, and manage a team.
• Skilled in developing and implementing new processes and procedures.
• Ability to organize, prioritize and schedule work assignments.
• Ability to develop, plan, and implement short and long-range goals (both for individuals and for the team).
• Demonstrated passion for delivering a positive Customer experience.
• Ability to perform ambiguous tasks without guidance and support.
• Ability to foster a cooperative environment and work in a collegial fashion with peers in other organizational units.
• Can adapt well to changing circumstances, direction, and strategy.
• Ability to manage team performance through training, coaching, and process improvement.

• Strong interpersonal and communication skills and the ability to communicate effectively with a wide range of constituencies in a diverse community.
• Demonstrated team building skills: within own team/across other teams.
• Ability to provide objective performance feedback.
• Ability to maintain composure in critical situations and communicate clearly with both internal and external Customers.
• Excellent documentation skills.

• Strong history of proposing ideas for new metrics and tools.
• Ability to own data collection and reporting for deep dives and escalations.

Note: This is not a VCC or hybrid role. candidate should be open to work from office all 5 days.