Operations Manager III, POE Operations - Hyderabad

Manages a team of managers and overseeing a team size of ~ 250 employees.
Analyzes the key levers of the business to identify claim and bad debt trends
and proactively take action to eliminate root cause seller/buyer performance
defect and maintain trust in transaction on Amazon platforms.
Leverages Amazon industry-leading infrastructure, and develop new points of
control to block fraud with minimal disruption of good selling activity.
Accountable for independent discretion based decisions, involving trade-offs
with significant bottom-line impact.
Sets goals and is responsible for improvements in specific metrics for fraud
prevention, user experience, and increased perception of safety for the site.
Accountable for Managing Business level escalations - with Customer interaction
and reporting to Senior level Leadership in Amazon.
Basic Operations: The candidate needs to be able to drive results as in a
production environment. Will be answerable to teams across sites and must lead
his team and stakeholders towards meeting the operational metrics of quality,
productivity and service levels.
Will be responsible for setting the goals and vision for the function(s)
operating under the candidate. Should be able to head projects with various
stakeholders that influence not only his team but the larger POE group as well.
Accountable for driving the POE Operations strategy across Amazon at different
forums.
People management: The Operations Manager would be responsible in creating
mechanisms for employee growth and development throughout the organization. This
would mean enabling the next level managers in creating succession plans and
talent development. Will be an integral part of hiring people for the team, and
other global functions within Amazon.
Will represent the team, including all managers in the appraisal process within
Amazon. Will manage the organization structure for his entire team, so that it
can deliver as per scale and future growth.
Process Improvements: As an Operations Manager, the candidate would need to
drive innovation within the team, such that operational inefficiencies can be
removed and existing procedures/SOPs be enhanced. Should be able to identify and
lead projects across various teams, develop new metrics and drive creation of
new tools for the same.
Networking: As an Operations Manager, there would be multiple internal and
external stakeholders to interact with. The incumbent will have to drive common
goals across various teams and set up effective communication across those
teams. This result in organizational goal of POE Operations be driven through
those teams as well.
Responsibilities include:
· Manage a team of managers and an overall operations team of between 200 and
250 employees.
· Ensure high quality and high volume productivity within the jobholder’s
organizational units.
· Play a critical role in building management depth by providing guidance and
mentorship to all levels of leadership within your organizational units, as well
as serving as an outstanding role model.
· Develop employees and their skill sets to expand the team capabilities and
provide growth opportunities for future Amazon.com leaders including application
of succession planning at all levels across all teams.
· Manage and execute for defined metrics and quality, maintain clear metrics on
our investigation handling volumes, performance, and decision quality.
· Achieve operational excellence and drive process improvement in our service
level agreements (SLAs) for all processing activities.
· Analyze the key levers of the business to identify bad debt trends and
proactively take action to eliminate root cause defects.
· The manager's success will be measured by their ability to drive operational
efficiencies across all processing areas whilst improving internal and external
customer experience.
· Keys to success in this role include exceptional leadership, analytical,
managerial, interpersonal, and project management skills. This role blends
operations, product management, customer service, global strategy, finance, and
usability.

Basic Qualifications: - 13+ years of operational and/or retail management
experience
- 6+ years of team management experience
- Experience using data to influence business decisions
- Experience across the domain of risk management & fraud Preferred
Qualifications: - 3+ years of managing medium to large size cross functional
teams experience
- Knowledge of and proficiency in Excel and SQL
- Experience with Lean or Six Sigma analytical techniques

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