Selling Partner Support Site Manager, Selling Partner Support
- Souq.com
- Cairo, Cairo Governorate, Egypt
- Full-time
وصف الوظيفة
Description
>Amazon opened its virtual doors in 1995 and strives to be the world’s most customer-centric company, where customers can find and discover anything they might want to buy online. Our selling partner support team, which acts as the primary interface between Amazon services and Merchants selling on the Amazon.com platforms, is focused on building the world’s most seller-focused company, allowing for increased product selection on the Amazon Marketplace and creating a wealth of opportunities for sellers to have a successful business.
We are looking for a highly motivated professional to be responsible for managing all aspects of our Cairo (Egypt) and Istanbul (Turkey) contact centre operations which supports Amazon's third party sellers selling on Amazon in the Middle East and Europe. The right individual is a highly effective people manager, comfortable diving performance metrics and making data-based decisions, able to adapt quickly to a growing business and manage ongoing change in an positive way. The site manager must manage the seller experience through leadership and vision, daily operational management and continuous change management and process improvements. He or she will have left strong successors behind them in their former companies and be focused on building a strong, sustainable organization at Amazon.com. In addition, the right individual will have solid business judgment, ability to effectively communicate site goals, and drive a fast paced organization to deliver results with a focused and pragmatic approach to the business.
The successful candidate will be a recognized role model for their people leadership and operations knowledge and application. A strong record of employee and customer advocacy, people development and high judgment are critical for this role.
Primary Responsibilities
>Amazon opened its virtual doors in 1995 and strives to be the world’s most customer-centric company, where customers can find and discover anything they might want to buy online. Our selling partner support team, which acts as the primary interface between Amazon services and Merchants selling on the Amazon.com platforms, is focused on building the world’s most seller-focused company, allowing for increased product selection on the Amazon Marketplace and creating a wealth of opportunities for sellers to have a successful business.
We are looking for a highly motivated professional to be responsible for managing all aspects of our Cairo (Egypt) and Istanbul (Turkey) contact centre operations which supports Amazon's third party sellers selling on Amazon in the Middle East and Europe. The right individual is a highly effective people manager, comfortable diving performance metrics and making data-based decisions, able to adapt quickly to a growing business and manage ongoing change in an positive way. The site manager must manage the seller experience through leadership and vision, daily operational management and continuous change management and process improvements. He or she will have left strong successors behind them in their former companies and be focused on building a strong, sustainable organization at Amazon.com. In addition, the right individual will have solid business judgment, ability to effectively communicate site goals, and drive a fast paced organization to deliver results with a focused and pragmatic approach to the business.
The successful candidate will be a recognized role model for their people leadership and operations knowledge and application. A strong record of employee and customer advocacy, people development and high judgment are critical for this role.
Primary Responsibilities
- Manage all day to day operations at our Cairo and Istanbul contact centers, achieving performance goals while creating a positive, supportive Amazon culture that nurtures high performance and strong employee engagement. Colla
- borate with internal partners to build input-focused operating plans for achievement of key performance goals.Build
- working culture where accountability, transparency, and collaboration are the norm, and where data-based deep dives into root causes of defects is a standard operating practiceFoste
- rs a work environment that is respectful of all cultures and is accepting of a diverse workforce.Advoc
- ate for improvements to systems and processes that will benefit associates and/or sellersImple
- ment bar-raising programs aimed at hiring and developing top talent and build career development roadmap for site leadershipInspi
- re front line teams to go beyond the standard “call of duty” to find creative solutions for our sellers issues; encourage risk-taking and advocacy on behalf of sellersCreat
- e closed-loop feedback processes where associates are encouraged to be active participants in identifying opportunities for improvements to seller experience, workplace conditions, and internal tools.Work
- with finance team to develop and manage to annual expense budgetBuild
- collaborative relationships with leaders in other departments> Focus And Deliverables In First 12 Months
- Achieve site-wide goals in performance metrics including first-contact resolution, re-open rates, and quality. Build
- a high performing CAI/IST management teamBuild
- partnerships with internal and external teams to collaborate and drive measurable improvements in areas that cause Seller pain and associate frustration.Impro
- ve the experience of the associates as measured by improvements in attrition and associate engagement surveys.l>>Basic Qualifications
- Minimum of 10+ years of people management and operations leadership experience, including 4+ years in a senior management role in a fast paced, contact center environment. Prove
- n track record of leading large operational teams to high levels of performance and developing future leaders.Highl
- y analytical and data-oriented; comfortable making data-based decisions.Excel
- lent follow-up skills and attention to detail.Super
- ior written and verbal communication skills.Stron
- g interpersonal skills, able to interact effectively and build relationships with people at all levels of the organization.Posit
- ive change agent in a constantly changing and growing operational environmentAble
- to thrive in a global organization, advocating for local site while effectively liaising and supporting regional and global stakeholders.Highl
- y adaptable and flexible.Stron
- g orientation to developing and promoting standard processes and procedures.Bache
- lor's degree is required.This
- role will require some travel within the EU and occasional international travel.> Preferred Qualifications
- Master's Degree in Business desirable Prior
- experience in a global multi-national corporation preferred.Prior
- experience in operational startups highly desirable.Under
- standing of project management, Lean and Six Sigma.l>>Company - Souq.com for E-Commerce LLC
Job ID: A2342724
