Sr. Operations Manager

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Title Sr. Operations Manager
Categories Full Time, Rekindle, Returnee Program
Hiring Company Amazon
Location Bangalore
Job Information

About Amazon.com

“Many of the problems we face have no textbook solution, and so we-happily-invent new ones.”  – Jeff Bezos

Amazon.com – a place where builders can build. We hire the world's brightest minds and offer them an environment in which they can invent and innovate to improve the experience for our customers. A Fortune 100 company based in Seattle, Washington, Amazon is the global leader in e-commerce. Amazon offers everything from books and electronics to apparel and diamond jewelry. We operate sites in Australia, Brazil, Canada, China, France, Germany, India, Italy, Japan, Mexico, Netherlands, Spain, United Kingdom and United States, and maintain dozens of fulfillment centers around the world which encompass more than 26 million square feet.

Technological innovation drives the growth of Amazon, offering our customers more selection, convenient shopping, and low prices. Amazon Web Services provides developers and small to large businesses access to the horizontally scalable state of the art cloud infrastructure like S3, EC2, AMI, CloudFront and SimpleDB, that powers Amazon.com. Developers can build any type of business on Amazon Web Services and scale their application with growing business needs.

We want you to help share and shape our mission to be Earth's most customer-centric company. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of invention that is part of our DNA. We do this every day by inventing elegant and simple solutions to complex technical and business problems. We're making history and the good news is that we've only just begun.

About Amazon India:

Amazon teams in India work on complex business challenges to innovate and create efficient solutions that enable various Amazon businesses, including Amazon websites across the world as well as support Payments, Transportation, and Digital products and services like the Kindle family of tablets, e-readers and the store. We are proud to have some of the finest talent and strong leaders with proven experience working to make Amazon the Earth’s most customer-centric company.

We made our foray into the Indian market with the launch of Junglee.com, enabling retailers in India to advertise their products to millions of Indian shoppers and drive targeted traffic to their stores. In June 2013, we launched www.amazon.in for shoppers in India. With www.amazon.in, we endeavor to give customers more of what they want – low prices, vast selection, fast and reliable delivery, and a trusted and convenient online shopping experience. In just over a year of launching our India operations, we have expanded our offering to over 18 million products across 36 departments and 100s of categories! Our philosophy of working backwards from the customers is what drives our growth and success.

We will continue to strive to become a trusted and meaningful sales and logistics channel for retailers of all sizes across India and a fast, reliable and convenient online shopping destination for consumers. For us, it is always “Day 1” and we are committed to aggressively invest over the long-term and relentlessly focus on raising the bar for customer experience in India. Amazon India offers opportunities where you can dive right in, work with smart people on challenging problems and make an impact that contributes to the lives of millions. Join us so you can - Work Hard, Have Fun and Make History

Job Description:

Sr. Operations Manager, Retail Business Services: Amazon.com Inc. is a US-based multinational electronic commerce company headquartered in Seattle, Washington. Jeff Bezos founded Amazon.com, Inc. in 1994 and launched it online in 1995. Amazon.com started as an online bookstore, but soon diversified, selling DVDs, CDs, MP3 downloads, computer software, video games, electronics, apparel, furniture, food, and toys. Amazon has established separate websites in Canada, the United Kingdom, Germany, France, Italy, Japan, and China. Today, as a market leader in online retail, Amazon product lines include Amazon.com, A9.com, IMDb, Kindle, Amazon Web Services, Alexa.com, Audible.com, A2Z Development, Alexa Internet and Endless.com.

The Retail Business Systems (RBS) group 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 retail selection on the worldwide Amazon online catalog. The tasks handled by this group have a direct impact on customer buying decisions and online user experience.

Role and Responsibilities:

This role manages multiple teams servicing multiple categories and different tasks for amazon.in. The individual would be responsible for overall planning, budgeting, growth, delivery, process efficiency and productivity for their respective work groups. The individual would have targets on process standardization and automation. Would engage with the Category teams across the globe and build customer confidence through quality delivery, robust processes and sound reporting metrics. The individual would be responsible and be a point of escalation for the delivery by the teams reporting to him/her. A Service Delivery Manager would report to the RBS Site lead. The key activities include:

  • Work with category team to add selection with minimal defects.
  • Own and drive execution of global enhanced marketing content (A+) program.
  • Own and aligns process goals to business goals
  • Ensuring that classification is aligned with Amazon catalogues worldwide and that products sourced comply with the Amazon dangerous goods management program;
  • Owns monthly/ quarterly business reviews and complete documentations
  • Continuous improvement of Amazon processes;
  • Collaborating with other stakeholders to ensure vendors or sellers comply with legal requirements.
  • Documentation: manage, maintain and improve documentation processes;
  • Conduct weekly audit reports to track compliance issues Standardize and maintain Standard Operational Procedures (SOPs);
  • Troubleshoot and drive resolutions with Vendors to ensure reliable and operationally effective flow of products; improve processes and reduce discrepancies; ensure vendor compliances and scalable communication processes
  • Work with various internal teams (e.g. supply chain, fulfillment center, system teams) to help drive tools and process improvements that affect vendor management workflows
  • Work with internal stakeholders (category leaders) and influence teams outside retail systems. Builds programs to address business challenges and provide solutions to execute/ implement
  • Drive operational efficiency through analysis

Key Performance Areas:

  • People Management (leadership role, managing Operations/Catalog Manager, team management, floor control and retention)
  • Formulate, Implement, Track career path & Individual Development Plans of each member in the team
  • Metrics Management
  • Mentor and guide Quality lead / Process Expert to manage quality, improve process efficiency and minimize variation, conceptualize, design and deliver trainings to the team
  • Manage the team and ensure high service delivery and execution
  • Co-owner in the process of budget planning

Basic qualifications:

  • 10+ years’ experience of relevant experience managing large operations organization
  • Previous work experience in a fast-paced, changing and growing organization
  • Good problem solving skills: acts decisively, promptly and confidently. Not afraid to contradict others and proactively offering solutions
  • Fluent in English, both oral and verbal
  • Knowledge on Lean and Six sigma tools
  • Ability to work in highly ambiguous environment with multiple stakeholders
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