Sr. Manager, Seller Operations

Amazon; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic leader to manage operations and customer service teams. This role involves driving improvements in efficiency and customer satisfaction through data-driven decisions and strong stakeholder relationships. The ideal candidate will possess extensive experience in logistics and freight forwarding, with a proven track record in managing large teams and projects. Join a forward-thinking company that values inclusivity and empowers its employees to excel in a collaborative environment, making a significant impact on customer experiences.

Qualifications

• 15+ years in freight forwarding, focusing on Customer Service and Operations.
• Strong analytical skills to translate data into actionable insights.

Responsibilities

• Manage a team to enhance customer experience and operational efficiency.
• Develop processes to achieve business goals and improve customer satisfaction.

Skills

Team Management

Customer Service

Logistics Knowledge

Data Analysis

Project Management

Problem Solving

Stakeholder Communication

Influencing Skills

Education

Bachelor's Degree

Advanced Degree in Engineering or Logistics

Job description

1. Manage a group of managers to invent for customer experience and simplify for operation efficiency.
2. Coach, and develop the team with prioritization, constructive feedback, resources planning, and data driven decisions.
3. Guide the team towards continuous improvements using data, metrics, and customer feedback.
4. Develop operations process to achieve business goals and to obsess the customer.
5. Manage complex operational issues by developing, tracking and analyzing key performance indicators.
6. Provide regular performance metrics report focusing on operational excellence and customer experience.
7. Build strong and collaborative relationships with internal stakeholders, LSP, Carriers and external customers.
8. Serve as primary interface with other teams in Seller Operations, Product, Finance and Tech for new product, program, and system launches.
9. Be the Voice of the Customer and provide feedback to the team to improve customer experience.
10. Handle complex problems/efforts, decisions, and escalations.
11. Communicate and drives strategic initiatives.
12. Ensure the right people are in the right job and creates leadership opportunities.

BASIC QUALIFICATIONS

- 1. Rich experiences in managing large operations/customer service teams with extensive knowledge in Logistics.
- 2. Ability to attract, develop & retain talents in the organization.
- 3. Experienced in managing, coaching, and develop Team Leads on various aspects of their jobs.
- 4. Understand legal and commercial framework and documentation across all the Logistics products and processes including Sea, Air, customs documentation, import/export, international trade, and trade compliance.
- 5. 15+ years experiences in freight forwarding, focusing on Customer Service, Operations, or Key Account management.
- 6. Customer-facing and interaction skills with high level of customer orientation.
- 7. Ability to make presentations to stakeholders and communicate effectively in a diverse multicultural environment.
- 8. Good influential skills to effectively communicate, negotiate, and manage business partners and teams.
- 9. Convey a sense of urgency, drive issues to closure, persist despite of obstacles and opposition, be passionate about customer obsession and cost, and be effective when working under pressure.
- 10. Proactive and exhibit excellent problem-solving capabilities.
- 11. Excellent project management skills with a proven ability to design effective solutions and drive projects to successful implementation.
- 12. Capable in working and driving change effectively in loosely defined situations.
- 13. Strong analytical and data gathering skills, including the ability to translate large amounts of data into actionable insights.
- 14. Must be self-motivated/self-directed, and able to manage multiple work streams simultaneously and flawlessly

PREFERRED QUALIFICATIONS

- 1. Advanced degree in Engineering, Logistics, Supply Chain, Transportation, or a related field.
- 2. Experience in cross boarder logistics in e-commerce.
- 3. Certified in Quality, Six Sigma, or Lean.
- 4. Proven experience in leading cross-functional projects and managing company-wide programs.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability or other legally protected status.