Premium Selling Support Team Leader

4 weeks ago


Nashville, Tennessee, United States Amazon Full time

About the Role:
The Selling Partner Support (SPS) organization within Amazon's Merchant business unit is dedicated to delivering exceptional support to millions of Amazon Selling Partners (SPs) across various platforms.

As the primary liaison between Amazon and SPs, the team is tasked with resolving issues related to selling products on Amazon. This role involves providing timely and precise operational support to Merchants, addressing persistent system challenges, enhancing processes, and developing internal protocols to consistently improve both external and internal customer experiences.

Team Overview:
The CN PSS (Premium Selling Support) operates under the Selling Partner Experience (SPX) function of the SPS organization. Launched in 2017, this team offers dedicated, end-to-end service with accelerated response times and qualified resolutions for cases created by CN AGS Paid Service Selling Partners across various regions, focusing on complex and critical issues while interpreting Amazon policies and features comprehensively.

Key Responsibilities:
This position involves leading a PSS team of Account Managers, aligning relevant goals and objectives with global or business team strategic planning. Responsibilities include:

  • Direct management of 20-24 Premium SPS Account Managers.
  • Conducting performance evaluations and providing coaching and mentorship.
  • Setting performance goals and implementing action plans to overcome performance barriers.
  • Regularly analyzing team data to identify opportunities for performance enhancement.
  • Ensuring a clear understanding of the team’s vision, mission, and behavioral criteria among SPS Account Managers.
  • Overseeing the implementation of short-term staffing plans and scheduling adherence.
  • Participating in Kaizen events to identify and implement process improvement initiatives.

Team Culture:
Fostering a culture that aligns with leadership principles is essential. This includes:

  • Conducting audits of Seller interactions and providing coaching for performance improvement.
  • Maintaining a positive and professional demeanor, representing the company effectively.
  • Demonstrating excellent time-management skills and the ability to work independently.
  • Liaising with other departments to ensure seamless operations.

Qualifications:
Basic: Minimum of 3 years managing large-scale operations with experience overseeing front-line supervisors.
Preferred: Proven experience in successfully implementing change management and transitioning programs into large-scale operations.


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