MFN Support Operations Manager, Merchant Fulfilled Network (MFN)
Job ID: 3004119 | Amazon /Slovakia/ s.r.o.
Our vision is to be earth's most customer-centric company and earth's best employer. If you want to be part of an exciting business that aims to build a marketplace where customers can find and discover anything they might want to buy online, with a passion for delivering a great customer and seller experience, then this role is for you!
As Amazon Merchant Fulfilled Network (MFN), our vision is to help Sellers sell across EU marketplaces, enjoying a seamless experience to offer millions of EU customers the best shopping experience, offering great selection at competitive prices, aligned with Amazon’s high standard of customer experience.
In this role, you will work with a high-performing program/product management team who are passionate about building and growing the Merchant Fulfilled Network (MFN) across EU, to deliver earth’s greatest shopping experience for buyers, whilst delivering a seamless, hassle free experience for our selling partners. You will work in a collaborative environment with a variety of partner teams in selling partner support, carrier management and credit operations. This role is right for dynamic, high-energy individuals with proven ability to deliver results in a high-performance environment and the ability to manage ambiguity. You should be professional and customer-obsessed, with the ability to meet or exceed annual goals managing multiple priorities in collaboration with multiple stakeholders, with flexible schedules.
Minimum gross monthly salary for this positions starts from 2500 Eur. The final total compensation offered is likely to be higher and will consist of further pay components such as sign on bonus and restricted stock units.
Key job responsibilities
- Identify, analyze and dive deep to identify root-causes impacting business/goal performance and quickly understand the business/goal impact to enable data-driven decisions.
- Work closely with key stakeholders/partner teams to define and execute quality improvement initiatives.
- Participate in projects and initiatives that are part of MFN roadmap
- Deliver an agreed vision, direction, and culture of the team by managing individual and team performance towards agreed expectations/goals.
- Provide individual/team performance through regular coaching and feedback in one-on-ones/team sessions, focused on performance, attendance adherence and career development, to ensure a great employee experience is achieved.
- Lead team meetings focused on team performance, policy and site updates, and team-building activities.
- Create and update weekly/monthly/quarterly productivity reports displaying team performance against identified productivity metrics and present summarized results to management.
- Serve as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature.
BASIC QUALIFICATIONS
- Bachelor’s Degree in a related field
- Customer Obsession
- Ability to work with a wide cross-section of people in various locations
- Demonstrated problem solving, with strong business judgement
- Team spirit is a must!
- Ability to develop, direct, and manage a team including career development and performance management, including performance reviews, goal setting, and providing coaching/feedback.
- Demonstrated skill in driving quality improvement initiatives/projects.
- Strong prioritization and time management skills, with a high degree of flexibility.
- Experience prioritizing multiple tasks of competing priority with the ability to meet deadlines.
- Good verbal and written communication skills
- Proven ability to report and analyze data.
- Comfortable using analytical tools and techniques e.g. SQL/Excel using pivots
- Fluent English (any additional language is an advantage)
PREFERRED QUALIFICATIONS
- B1 proficiency in German/French language
- Experience working in a cross-functional capacity and a proven track record of delivering operational excellence
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