Amazon strives to be Earth's most customer-centric company where people can find and discovervirtually 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-commerceplatform. To expand the selection of products available to customers Amazon engages with sellers whooffer their catalogue of products on Amazons global ecommerce platforms. The Seller Support teamacts as the primary interface between Amazon and sellers. We obsess over providing world classsupport, technical assistance and account management services to our global partners. We strive topredict the Seller's needs, create innovative self-help tools and provide solutions to help ourpartners better serve their customers and grow their businesses.

Seller Support at Amazonprovides candidates with an opportunity to join a diverse, multicultural team with directpartnerships across extensive worldwide locations. Amazon and Seller Support pride ourselves ongrowing talent and leadership from within, offering multiple career paths in areas such as peoplemanagement, program management, technical support, HR, training and development and workforceplanning. Roles within Seller Support at Amazon offer candidates the opportunity to grow and developskills such as mentorship, coaching, negotiation, process improvement, account management, dataanalysis, presentation and communication all while contributing to our vision of creating andsustaining a culture of approachable excellence that delivers a remarkable and reproducible Sellerexperience.

Position Description

JOB TITLE Site Lead
LOCATION(Cape Town)
LANGUAGE REQUIREMENTS Fluent spoken andwritten English is required

The Seller Support Site Lead is accountable for theoverall vision, direction and purpose of a Seller Support contact centre. Creating a culture of highperformance teams, resulting in a Seller obsessed culture, leading to the consistent delivery of theperfect seller interaction. Operating as a member of the global leadership team, the site leadcontributes to strategic planning, goal setting and change management for the Seller Supportorganisation. With the operations manager and site portfolio manager roles as direct reports thisrole enables the achievement of service levels, performance goals and successful programimplementation. The site lead is responsible for the performance management, goal setting and careerdevelopment of their line reports to ensure effective succession planning is in place.

Thesuccessful candidate will be a recognized role model for their leadership and decision makingabilities. A strong record of employee and customer advocacy, people development and high judgmentare critical for this role.


Summary ofResponsibilities

Develop and drive the overall direction, coordination, andevaluation of Seller Support activity
Collaborate with internal partners to buildinput-focused operating plans for achievement of key measures
Create a culture whereaccountability, transparency and collaboration are the norm and where rapid deep dives into rootcauses of defects is a standard operating practice
Tirelessly advocate for improvements tosystems and processes that will benefit Associates and/or Sellers
Implement bar-raisingprograms aimed at hiring and developing top talent and build career development roadmap for siteleadership
Inspire front line teams to go beyond the standard call of duty to find creativesolutions for our Sellers issues; encourage risk-taking and advocacy on behalf of Sellers
Create closed-loop feedback processes where Associates are encouraged to be active participants inidentifying opportunities for improvements to Seller Experience, workplace conditions, and internaltools.
Work with finance team to develop and manage to annual expense budget
Buildcollaborative relationships with leaders in other departments
Responsible for creating acoaching culture throughout the site where formal and informal coaching opportunities are availed of
Foster a work environment that respects and is responsive to the needs of a diverse staff
Achieve site-wide improvements in quality metrics including first-contact resolution, re-open rates,total time to resolution, and customer satisfaction.
Improve site efficiency to enableachievement of cost objectives.
Implement development programs for leadership and improve therate of internal advancement within the contact centre.
Build partnerships with internal andexternal teams to collaborate and drive measurable improvements in areas that cause Seller pain andassociate frustration.
Improve the experience of the associates as measured by improvements inattrition and associate engagement surveys.Amazon strives to be Earth's most customer-centric company where people can find anddiscover 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-classe-commerce platform. To expand the selection of products available to customers Amazon engages withsellers who offer their catalogue of products on Amazons global ecommerce platforms. The SellerSupport team acts as the primary interface between Amazon and sellers. We obsess over providingworld class support, technical assistance and account management services to our global partners. Westrive to predict the Seller's needs, create innovative self-help tools and provide solutions tohelp our partners better serve their customers and grow their businesses.

Seller Supportat Amazon provides candidates with an opportunity to join a diverse, multicultural team with directpartnerships across extensive worldwide locations. Amazon and Seller Support pride ourselves ongrowing talent and leadership from within, offering multiple career paths in areas such as peoplemanagement, program management, technical support, HR, training and development and workforceplanning. Roles within Seller Support at Amazon offer candidates the opportunity to grow and developskills such as mentorship, coaching, negotiation, process improvement, account management, dataanalysis, presentation and communication all while contributing to our vision of creating andsustaining a culture of approachable excellence that delivers a remarkable and reproducible Sellerexperience.

Position Description


JOB TITLE Site Lead

LOCATION (CapeTown)

LANGUAGE REQUIREMENTS Fluent spoken and written English is required


TheSeller Support Site Lead is accountable for the overall vision, direction and purpose of a SellerSupport contact centre. Creating a culture of high performance teams, resulting in a Seller obsessedculture, leading to the consistent delivery of the perfect seller interaction. Operating as a memberof the global leadership team, the site lead contributes to strategic planning, goal setting andchange management for the Seller Support organisation. With the operations manager and siteportfolio manager roles as direct reports this role enables the achievement of service levels,performance goals and successful program implementation. The site lead is responsible for theperformance management, goal setting and career development of their line reports to ensureeffective succession planning is in place.

The successful candidate will be a recognizedrole model for their leadership and decision making abilities. A strong record of employee andcustomer advocacy, people development and high judgment are critical for this role.


Summary of Responsibilities


Develop and drive the overall direction, coordination, andevaluation of Seller Support activity
Collaborate with internal partners to buildinput-focused operating plans for achievement of key measures
Create a culture whereaccountability, transparency and collaboration are the norm and where rapid deep dives into rootcauses of defects is a standard operating practice
Tirelessly advocate for improvements tosystems and processes that will benefit Associates and/or Sellers
Implement bar-raisingprograms aimed at hiring and developing top talent and build career development roadmap for siteleadership
Inspire front line teams to go beyond the standard call of duty to find creativesolutions for our Sellers issues; encourage risk-taking and advocacy on behalf of Sellers
Create closed-loop feedback processes where Associates are encouraged to be active participants inidentifying opportunities for improvements to Seller Experience, workplace conditions, and internaltools.
Work with finance team to develop and manage to annual expense budget
Buildcollaborative relationships with leaders in other departments
Responsible for creating acoaching culture throughout the site where formal and informal coaching opportunities are availed of
Foster a work environment that respects and is responsive to the needs of a diverse staff
Achieve site-wide improvements in quality metrics including first-contact resolution, re-open rates,total time to resolution, and customer satisfaction.
Improve site efficiency to enableachievement of cost objectives.
Implement development programs for leadership and improve therate of internal advancement within the contact centre.
Build partnerships with internal andexternal teams to collaborate and drive measurable improvements in areas that cause Seller pain andassociate frustration.
Improve the experience of the associates as measured by improvements inattrition and associate engagement surveys.


Education, Experience and Skills


Education degree qualification in a business or management field desirable
A minimum of8 years of people management and operations leadership experience, to include four years in a seniormanagement role in a fast paced, customer obsessed technical/Customer Service environment
Demonstrated sincere passion and obsession for customers while maintaining a lean, highly productiveoperation
Previous experience of creating and contributing to strategic planning processes
Proven ability to own and manage cost centre / P&L budget
Proven track record of leadinglarge teams to high levels of performance
Proven record of developing future leaders andcreating tailored succession plans
Demonstrated ability to build a culture of empowerment,accountability and continuous improvement
Experience as a project owner / sponsor for strategicstep change initiatives and enabling innovative thinking in project teams
Advanced knowledge ofExcel, strong presentation skills, and the ability to motivate and inspire large groups of peopleare a must
Excellent verbal and written communication skills across all organizationallevels
Proven ability to make and implement decisions
Proven ability to buildrelationships quickly
Decision Making/ Complex Problem Solving- proactively gather the rightdata from appropriate sources, probe/consider all of the facts, considers other perspectives;conduct root cause analysis; refer to long term plans and goals; prioritize key factors; actdecisively, promptly and confidently


Ideal Candidate Profile


Strongbusiness acumen with exceptional organizational, people and process management. The ideal candidateactively seeks to understand Amazon core business values and initiatives, and translate those intoforward looking strategic initiatives. They will be comfortable in a fast-paced, multi-tasked,high-energy environment and will display creative and analytical problem solving skills with anunrelenting passion for excellent service to our Sellers. This person will possess a proven trackrecord of leading large teams to high levels of performance and developing future leaders. Theability to prioritize multiple deliverables to meet customer and business need is critical for thisrole. The ideal candidate will have a balance of people and program management experience with apassion for the customer and demonstrated ability to sound business judgment to make the rightdecisions quickly and achieve results.