Job Description

DESCRIPTION

Job summary
The Sr. Biz Operations Manager, Returns Reduction will lead a large operations team and key strategic programs spanning global cross-functional teams. He/She will manage a team of Operations Managers, Subject Matter Experts, Program Managers, Business Analysts, Automation experts and an operations team. The job involves end to end business planning, creating annual plans and strategy for execution, ensuring operational rigor, designing high business impact processes and identifying automation possibilities that drives process efficiency. He/she will be the strategic point of contact to business, operations and tech teams of Amazon worldwide and must therefore be comfortable and confident liaising with remote global teams in business and technology at senior leadership levels. The role also involves influencing peers and stakeholders in other functions to achieve functional and business goals assigned.

This role will require a thorough understanding of technical systems in a complex environment, a deep cross-functional knowledge of multiple businesses in multiple geographies, clear written and oral communication, emotional maturity, and professionalism under pressure. It also requires a demonstrated ability to build positive, productive relationships with cross-functional stakeholders and partners globally. He or she will identify individual strengths of team members and contribute to talent advancement along with succession planning opportunities within the company. The ideal candidate actively seeks to understand Amazon's core business values and initiatives, and translates those into everyday practices.

Key job responsibilities
The candidate will be managing a team 180 HCs within and/or across geographies consisting of Operations Managers, Program Managers, Subject Matter Experts, Business Analysts and drive operations and initiatives in different marketplaces WW.
Define business goals & align Internal / external stakeholders on joint ownership; Redefine metrics based on changing business needs
This will involve designing a detailed process flow, identifying impacting variables that lead to customer returns, defining scalable processes/programs using a tech first approach to solve them.
Establish modular processes which are scalable and adaptive to change in business needs
Work closely with internal product and project teams to design scalable automated solutions and implement upstream fixes.
Independently manage end-to-end operations; Redefine structure based on vision and business needs; Own operation plan (OP) and budgeting
Own the development and maintenance of new and existing artifacts focused on analysis of requirements, metrics, and reporting dashboards.
Identify functional requirements to preempt defects; Benchmark against other RBS nodes; Define roadmap for process improvement using technology
Conduct structured business reviews with senior business leaders reviewing progress against goals and projects; Drive consensus on strategic business decisions by using structured data analysis
Participate and contribute in strategic and tactical planning discussions.
Design, develop and maintain scaled, automated, user-friendly systems, reports, dashboards, etc. that will support our business needs.
Set team goals & create governance for accountability to goals; Balance feedback & expectation setting; Create successful leadership pipeline
Excellent writing skills, to create artifacts easily digestible by business and tech partners.
Be self-driven, and show ability to deliver on ambiguous projects with limited data

A day in the life
Takes up a business-problems which are not well defined. Delivers independently with limited leadership direction.
Sets the vision, direction and culture of the teams by managing individual and team performance expectations and goals and holding teams accountable to meet and exceed performance targets
Generally, works within a VP org. Influences large customer segments, technology decisions, external entity interaction, etc. Actively mentors and develops others.
Owns a large team. Manages the lifecycle of complex initiatives, unblocks teams to make it efficient, makes trade-offs on short-term vs. long-term needs and able to resolve difficult situations. Interact with stakeholders at multiple levels to define and deliver solutions for defect elimination.
Creates a culture where accountability, transparency and collaboration are the norm and where rapid deep dives into root causes of defects is a standard operating practice
Create closed-loop feedback processes where data associates are encouraged to be active participants in identifying opportunities for improvements to customer experience, workplace conditions, and internal tools.
Drives detailed discussions and high-level alignment. Is clear and concise in verbal and written communication. Trusted to present decisions to leaders up to 3 tiers above level. Able to communicate across an increasing diversity of areas
Can think big and develop new ideas, nurture new ideas from the team and apply high standards to weed out those that are least valuable
Work with finance & operations leadership team to develop, support manage the annual expense budget and build collaborative relationships with partner organizations.
Responsible for creating a coaching culture across the site where formal and informal coaching opportunities are availed of.

About the team
Amazon.com, Inc. (NASDAQ:AMZN), a Fortune 500 company based in Seattle, opened its online retail in July 1995 and today, stands as one of the world's largest internet retailer. Amazon.com, Inc. seeks to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices.

The RBS group in Chennai is an integral part of Amazon online product lifecycle and buying operations. The team is designed to ensure Amazon remains competitive in the online retail space with the best price, wide selection and good product information. The team's primary role is to create and enhance selection on the worldwide Amazon online catalog. The tasks handled by this group have a direct impact on improving customer buying decisions, online user experience and post buying experience.

BASIC QUALIFICATIONS

Masters Degree/MBA(Ops/Strategy), Certification in Project Management/process excellence (PMP, Six Sigma) with 12+ years of work experience with at least 5+ years of experience in program or project management.
Has a background in quantitative decision making, ability to drive business metrics, automate operational tasks, thereby driving process excellence and adoption of different tools and resources.
Exposure to working with technology teams and solving operational issues using technology
Strong analytical, mediation and problem resolution skills and has managed critical support functions and processes, with end to end business responsibility.
Demonstrated ability to work backwards from customer needs and preparing 3-year plans for the program
Track record of employee development (including an emphasis on selection and retention).
Demonstrated ability to hire and develop strong tech-operations team members and leaders
Proven expertise and ability to develop processes and procedures which will enhance the overall efficiency with a strong bias towards automation in all operational tasks.
Ability to work effectively & independently in a fast-paced environment with tight deadlines
Excellent written and oral communication skills as well as team and stakeholder management skills.

PREFERRED QUALIFICATIONS

Hands on experience in Retail, eCommerce and supply chain functions, Business analysis acumen, with substantive experience measuring the success of a complex business process and proposing new business opportunities.
Experience with presenting to and influencing at all levels within a large, cross-functional organization.
Exposure to working with technology teams and solving operational issues using technology.
Demonstrated leadership and ability to drive large scale projects and ensure closure within stipulated timelines.