This job has expired, please see additional jobs below
Director EU Seller Support
Amazon
Luxembourg City, , Luxembourg
Job Details - this job has expired, please see similar jobs below
DESCRIPTION
Amazon is looking for a Director EU Seller Support to lead Amazon's Technical Account Management team offering support to sellers doing business via Amazon's platform. This position will be based in Luxembourg.
The Grand Duchy of Luxembourg is a diverse and multicultural country located in the heart of Europe, bordered by France, Belgium and Germany, with a total population of around half a million. Luxembourg has Luxembourgish, French and German as national languages, with English spoken by the many expatriates and most locals. Luxembourg is known for banking, steel and a number of EU institutions plus an increasing number of technology-centric organizations. Luxembourg boasts a rich cultural scene and a high standard of living.
The Seller Support team acts as the primary interface between Amazon Services and our Sellers conducting commerce on the Amazon platforms. Seller Support provides technical support for millions of Amazon Sellers worldwide. Our Operations team is directly accountable for the quality and delivery of service that can best enable Sellers for success. The position combines managing the Seller experience through daily operational management along with strategic leadership and vision to come up and act upon new ways to continuously improve on the Seller experience.
Responsibilities:
• Develop and drive the overall direction, coordination, and evaluation of TAM activity within the TAM Operations
• Continually measure and evaluate all work processes maintaining operational excellence within defined SLAs
• Carry out full people and performance management responsibilities in accordance with Amazon’s policies and procedures, driving career development and team productivity
• Full accountability for personnel planning, management, development, and performance results for all Seller Support nodes that support EU Sellers.
• Budget responsibilities for all European and Indian Seller Support sites
• Direct and frequent interaction with large and strategic Sellers across Europe
• Develop best management practices and implementation of new procedures and services
• Contribution to the strategic growth planning for Seller Support worldwide.
• Represent the Seller business and TAM support with relevant business leaders and stakeholders throughout Europe
• Metrics/performance reporting to International and Global Merchant Services leadership and executive team
• Maintain a complete and thorough understanding of technical systems
• Defect tracking, ticket management, and chronic issue resolution
BASIC QUALIFICATIONS
Basic Qualifications
• Previous Sr. Management responsibilities and proven performance track record at this level
• Operational accountability for achieving performance goals and Seller (customer) service level agreements
• Demonstrated dedication to serving Sellers as customers
• Strong oral and written communication skills
• Strong leadership presence and ability to inspire and motivate large teams across cultures
• Excellent attention to detail, data-driven and results focused with proven analytical skills
• Proven experience and commitment to employee development
• Proactive in resolution of operational issues
• Experience in escalation management
• Solid understanding of process improvement, including Lean, Kaizen and Six Sigma
• Degree experience would be beneficial, from an engineering, operations, supply chain or a related field. An advanced degree in a quantitative field (math, statistics, engineering, or science) or an MBA would also be beneficial.
PREFERRED QUALIFICATIONS
Preferred Qualifications
• Professional traits that are not unique to this position, but necessary for Amazon leaders:
• Exhibits excellent judgment
• Hires great people. Develops great people.
• Has relentlessly high standards
• Thinks strategically, but stays on top of tactical execution
• Expects and requires innovation of her/his team
• Thinks big and has convictions
• Results oriented
• Has the innate ability to inspire passion in others
The ideal candidate will have at least four years of Sr. Management experience in a fast paced, customer obsessed technical environment. You will understand Amazon core business values and translate those into everyday practices. You will also effectively communicate business goals, while motivating teams to action and performance. Excellent communication skills, analytical skills, and flexibility are essential. Experience managing large technical support, customer service, or production level helpdesk teams is preferred but not required. Bachelor's degree or higher required. The position reports to the Worldwide Director of Operations.