Sr. Manager, Seller Operations

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

Job summary

An established industry player is seeking a seasoned leader to manage operations and enhance customer experience. In this pivotal role, you will guide a team of managers, ensuring operational excellence while fostering a collaborative environment. Your extensive experience in logistics and customer service will be crucial in driving strategic initiatives and improving processes. This role offers the opportunity to make significant impacts on customer satisfaction and operational efficiency within a dynamic and diverse workplace. If you are passionate about logistics and customer obsession, this is the perfect opportunity for you.

Qualifications

• 15+ years of experience in freight forwarding and customer service.
• Strong analytical skills and ability to manage multiple work streams.

Responsibilities

• Manage a team to enhance customer experience and operational efficiency.
• Develop operations processes and manage complex operational issues.

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

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 processes 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 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.

BASIC QUALIFICATIONS

- 1. Rich experience in managing large operations/customer service teams with extensive knowledge in Logistics.
- 2. Ability to attract, develop & retain talent in the organization.
- 3. Experience in managing, coaching, and developing Team Leads on various aspects of their jobs.
- 4. Understand the 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.

Posted: March 13, 2025 (Updated 9 days ago)

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.