Competitor Monitoring Team (CMT) works to be the most customer‑centric company on earth and to grow in a global e‑commerce environment with great selection at best prices. CMT within Amazon is designed to ensure Amazon remains competitive in the online space with the best price. The tasks handled by this group have a direct impact on customer buying decisions and online user experience. The successful candidate should have the ability to work at all levels with an eye for detail to achieve process goals, actively seek to understand Amazon’s core values and translate those into everyday practices. Ideal candidates will excel in a fast‑paced, multi‑tasked dynamic team environment.
The Manager – Operations will lead and manage a team of high‑performing individuals, responsible for end‑to‑end pricing operations management of retail categories in various Amazon international marketplaces. The job involves organizing, planning, prioritizing and scheduling work assignments, in addition to owning the production & quality KRAs for this team. The candidate will manage performance measured on operations/business goals and SLA metrics. The role involves influencing peers and stakeholders in other functions to achieve the operational and business goals assigned. The candidate will be the first point of contact to the retail teams of Amazon worldwide and must therefore be comfortable and confident liaising with remote teams. The individual will interface and drive agenda with the automation & technology teams to build scalable solutions. In addition, the candidate will be responsible for ensuring the safety, security and integrity of Amazon’s systems and data. Candidate should have the ability to work at all levels of detail to accomplish team/organization goals. Candidate will identify individual strengths of team members and contribute to talent advancement along with succession planning opportunities within the company. The candidate actively seeks to understand Amazon’s core business values and initiatives, and translates those into everyday practices.
Key Result Areas
Responsibility for meeting operational and business goals
Driving appropriate data‑oriented analysis, adoption of technology solutions and process improvement projects to achieve operational and business goals
Managing stakeholder communication across multiple lines of business on operational milestones, process changes, escalations, etc.
Ensuring high quality standards for interviewing and hiring employees at all levels of the organization
Executing specific people programs on coaching and development and team engagement
Interacting with multiple stakeholders to communicate on operations and also represent data/metrics information
Owning and driving development of external/internal communication i.e. blurbs, reports, etc.
Representing data and communicating effectively to handle escalations
Driving weekly or monthly discussions with stakeholders and influencing decisions for processes with data
Analyzing data, highlighting gaps, recommending solutions and driving and influencing decisions
Managing escalation/resolving complex tickets including non‑standard tasks
Providing operational reporting to senior management/stakeholders at process level
Driving completion of work allocation for the function/process independently
Prioritizing metrics to meet operational goals assigned at process level
Participating in onboarding if it is part of new process onboarding (e.g., new GL/process/module with complete documentation such as SOPs)
Acting as mentor or coach and contributing to associate growth
Developing training content for functional onboarding
Training new hires
Being an expert and primary contact for process issues/escalation/coaching
Demonstrating understanding of performance and leadership bar and effectively applying it to hiring decisions
Communicating effectively to internal stakeholders
Basic Qualifications
2+ years of team management experience
Knowledge of Microsoft Office products and applications, especially MS Excel, Word & PowerPoint at an advanced level
Experience leading process improvements
2+ years of program or project management experience
Preferred Qualifications
Knowledge of databases (querying and analyzing) such as SQL, MySQL, and ETL Manager and working with large data sets
Knowledge of Lean, Kaizen, Six Sigma concepts
Experience in managing critical operational processes, with SLA responsibility
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.
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