Sr. Manager, Seller Operations

Amazon; London; On-site; GBP 60,000 - 120,000; Full time

Job summary

An established industry player seeks a dynamic leader to manage operations and enhance customer experience. In this pivotal role, you will oversee a team, drive continuous improvements, and develop processes that align with business goals. Your rich experience in logistics and customer service will be essential in managing complex operational challenges. Join a culture that empowers individuals to achieve excellence and make a significant impact on customer satisfaction. If you are passionate about leading teams and driving operational success, this opportunity is perfect for you.

Qualifications

• 15+ years of experience in freight forwarding and customer service.
• Strong analytical skills and ability to translate data into insights.

Responsibilities

• Manage a team to enhance customer experience and operational efficiency.
• Develop operations processes and track key performance indicators.

Skills

Leadership

Customer Service

Logistics Knowledge

Project Management

Analytical Skills

Problem-Solving

Communication Skills

Negotiation Skills

Education

Advanced degree in Engineering, Logistics, Supply Chain, or related field

Job description

Responsibilities:

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, resource planning, and data-driven decisions.
3. Guide the team towards continuous improvements using data, metrics, and customer feedback.
4. Develop operations processes to achieve business goals and to obsess over the customer.
5. Manage complex operational issues by developing, tracking, and analyzing key performance indicators.
6. Provide regular performance metrics reports focusing on operational excellence and customer experience.
7. Build strong and collaborative relationships with internal stakeholders, LSP, carriers, and external customers.
8. Serve as the 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 drive strategic initiatives.
12. Ensure the right people are in the right job and create leadership opportunities.

Minimum Requirements:

1. Rich experience in managing large operations/customer service teams with extensive knowledge in Logistics.
2. Ability to attract, develop, and retain talents in the organization.
3. Experience in managing, coaching, and developing Team Leads on various aspects of their jobs.
4. Understanding of 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 of experience in freight forwarding, focusing on Customer Service, Operations, or Key Account management.
6. Customer-facing and interaction skills with a 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 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 of 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-border 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.

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