Sr. Partner Leader, CKP

Overview: Selling Partner Support at AMAZON

Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon continues to grow and evolve as a world-class e-commerce platform. To expand the selection of products available to customers Amazon engages with sellers who offer their catalogue of products on Amazons’ global ecommerce platforms. The Selling Partner Support team acts as the primary interface between Amazon and Selling Partners. We obsess over providing world class support, technical assistance and account management services to our global partners. We strive to predict the Selling Partner's needs, create innovative self-help tools and provide solutions to help our Selling Partners better serve their customers and grow their businesses.

Selling Partner Support at Amazon provides candidates with an opportunity to join a diverse, multicultural team with direct partnerships across extensive worldwide locations. Amazon and Selling Partner Support pride ourselves on growing talent and leadership from within, offering multiple career paths in areas such as people management, program management, technical support, HR, training and development and workforce planning. Roles within Selling Partner Support at Amazon offer candidates the opportunity to grow and develop skills such as mentorship, coaching, negotiation, process improvement, account management, data analysis, presentation and communication all while contributing to our vision of creating and sustaining a culture of approachable excellence that delivers a remarkable and reproducible Selling Partner experience.

Position Description

BUSINESS TITLESr. Partner Leader, CKP
JOB TITLE Sr. Manager, Program Management
LOCATION PEK16
LANGUAGE REQUIREMENTSFluent spoken and written English is required

The Selling Partner Support Sr. Partner Leader is accountable for the overall vision, direction and purpose of the regional outsourcing partners management team. Creating a culture of high-performance teams, resulting in a Selling Partner obsessed culture, leading to the consistent delivery of the perfect Selling Partner interaction through outsource partners. Operating as a member of the global leadership team, the Sr. Partner Leader contributes to strategic planning, goal setting and change management for the Selling Partner Support organization. With the outsourcing program manager roles as direct reports, this role enables the achievement of service levels, performance goals and successful program implementation. The Sr. Partner Leader is responsible for the performance management, goal setting and career development of their line reports to ensure effective succession planning is in place.

The successful candidate will be a recognized role model for their leadership and decision making abilities. A strong record of employee and customer advocacy, people development and high judgment are critical for this role.

Key job responsibilities
•Develop and drive the overall direction, coordination, and evaluation of Selling Partner Support Partner management team activity
•Create a culture where accountability, transparency and collaboration are the norm and where rapid deep dives into root causes of defects is a standard operating practice
•Tirelessly advocate for improvements to systems and processes that will benefit Selling Partners, the outsource partner concerns, and their employees
•Implement bar-raising programs aimed at hiring and developing top talent and build career development roadmap for outsource partner management team, foster a work environment that respects and is responsive to the needs of a diverse staff
•Initiate regional outsourcing strategy to support overall regional operation strategy for achievement of key measures
•Establish mechanisms to measure success and manage outsource partner performance, develop reward and recognition programs to inspire partner sites to go beyond the standard “call of duty” to find creative solutions for our Selling Partner issues; encourage risk-taking and advocacy on behalf of Selling Partners
•Identify the most qualified OS partners through a designed process, to ensure the partners can constantly meet critical business needs and provide high quality services to our Selling Partners with a competitive price
•Achieve regional outsource partners’ improvements in service quality to ensure the entire regional outsource network constantly and positively impact Selling Partner Experience and deliverable to volume commit
•Build up new outsource partner launch mechanism and coordinate with all stakeholders to get new partners onboard within planned timeline and high quality
•Create closed-loop feedback processes where outsource partners’ Associates are encouraged to be active participants in identifying opportunities for improvements to Selling Partner Experience and internal tools.
•Work with Global outsourcing team and regional capacity planning team to manage the outsource partners’ annual expense budget
•Build collaborative relationships with leaders in other departments
•Build partnerships with internal and external teams to collaborate and drive measurable improvements in areas that cause Selling Partner pain and associate frustration.
•Remain flexible to changing priorities, open to new ideas and have Selling Partner experience as the top focus

We are open to hiring candidates to work out of one of the following locations:

Beijing, 11, CHN

BASIC QUALIFICATIONS

- Ideal Candidate Profile:
- Strong business acumen with exceptional organizational, people and process management.
- The ideal candidate actively seeks to understand Amazon core business values and initiatives, and translate those into forward looking strategic initiatives.
- They will be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem-solving skills with an unrelenting passion for excellent service to our Selling Partners.
- This person has experience in large-scale operations 8+ years of program management experience.
- The ability to prioritize multiple deliverables to meet customer and business need is critical for this role.
- The ideal candidate will have a balance of people and program management experience with a passion for the customer and demonstrated ability to sound business judgment to make the right decisions quickly and achieve results.

PREFERRED QUALIFICATIONS

- Education – degree qualification in a business or management field desirable
- A minimum of 8 years of people management and operations leadership experience, to include four years in a senior management role in a fast paced, customer obsessed technical/Customer Service environment
- Demonstrated sincere passion and obsession for customers while maintaining a lean, highly productive operation
- Previous experience of creating and contributing to strategic planning processes
- Proven ability to own and manage cost centre / P&L budget
- Proven track record of leading large teams to high levels of performance
- Demonstrated ability to build a culture of empowerment, accountability and continuous improvement
- Experience as a project owner / sponsor for strategic step change initiatives and enabling innovative thinking in project teams
- Excellent verbal and written communication skills across all organizational levels
- Proven ability to make and implement decisions
- Proven ability to build relationships quickly
- Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently
- Proven ability to represent company with external partners.

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