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Onboarding Manager (Level 4): Est Annual Salary 180-200K
Job Description
Amazon is looking for a smart and ambitious Project Manager - Seller Integration to join a new team focused on helping Chinese manufacturers, distributors, & retailers enter the US/UK market using Selling on Amazon and supporting products. Join us and help lead the way in this exciting new initiative.
Amazon is growing its Amazon Services strategy aggressively around the world. In this context, Amazon is looking for a Project Manager – Seller Integration who will be responsible for helping Chinese sellers integrate onto the Amazon US/UK Marketplace platform. The Project Manager - Seller Integration will manage each integration as a separate project on the platform, and will consult sellers on the best integration approach. In addition he/she will interface with internal technical and business teams around the globe and contribute to significant platform features developments and improvements. Candidates, who delight in optimizing scarce resources, are IT savvy and can strategically outline effective solutions rapidly should apply.
Responsibilities
• You will actively manage the integration of a portfolio of key Chinese sellers who want to be integrated onto the Amazon US/UK Marketplace.
• You will work with partners to set and meet milestones and deliverables to deliver high-quality integration projects every time.
• You will grow a network of Third Party integrators that offer interfaces and tools for Amazon.
• You will engage internal and external customers/teams to define requirements, test data integrity, verify business processes, and deploy product offerings.
• You will gather requirements and help us build the tools and processes to increase the ease and efficiency with which partners integrate with us.
• You will support the launches of new programs, categories and features.
Basic Qualifications
MSc in computer science, maths, or engineering.
• 2-5 years previous experience in a similar role (experience in a software, Internet Company or affiliate sales company preferred). Graduates with relevant internship experience are also welcome to apply.
• Fluency in spoken and written English & Mandarin.
• Clear understanding of ecommerce and B2B Communication (XML and Webservices).
• Advanced IT literacy especially in Microsoft Office applications.
• Desire to work in a fast-paced, challenging environment is required.
• Excellent communication skills with the ability to face external and internal partners in a professional and mature manner.
• Track record of managing and troubleshooting technical and business integration projects.
• Attention to detail and high capability to work on different projects in parallel.
Preferred Qualifications
Excellent oral and written communication skills and an ability to influence others internally and externally
Experience with supporting nascent products/services enter into new markets
Demonstrated ability to think strategically, innovatively and creatively using sound business judgment and quantitative skills.
A strong understanding of logistics, including export & import processes and requirements is preferred.
Technic skill of SQL, Excel, Marco, VBA is a plus
Strategic Account Manager (Level 5): Estimated Annual Salary 360-400K
Job Description
Strategic Account Manager,CN Global Selling
We are looking for a results-driven individual with retail experience to drive China-based strategic sellers to maximize their presence and business in Amazon Global marketplaces. The Account Manager will partner with strategic sellers, sales and product team, to grow sellers’ businesses on Amazon worldwide including identifying opportunities to maximize selection, driving feature adoption, monitoring seller’s healthy growth, performance, product quality, as well as working with sellers to achieve our standard and deliver the best e-commerce experience for customer on Amazon. The account manager will own forecasting, monitoring, analysis and reporting on CN-based seller business.
The successful account manager will:
- Work with strategic sellers to grow the selections to Amazon and their business with profit
- Work with strategic sellers to drive the feature adaption rate to drive the customer experience on Amazon
- Work with strategic sellers to achieve data quality standards and become an expert in using internal tools to achieve results
- Work with strategic sellers to drive the seller performance and product quality to ensure best customer experience.
- Drive business reviews with sellers and do analysis to understand sales trends and drivers and develop recommendations on how to grow the business.
- Develop a thorough understanding of assigned product/industry category, including seasonality and global business trends/events, and continually monitor competitor/industry developments
- Show super strong competency in delivering result, bias for actions, dive deep, ownership, earn trust and customer obsession
Basic Qualifications
- 5-8 years relevant experience in the retail and / or related industries, with a proven track record of managing relationships and / or projects
- Exceptional interpersonal and communication skills
- Strong analytical skills and ability to independently deal with relevant tools (Excel, other internal tools)
- Demonstrated ability to manage multiple projects - work prioritization, planning and task delegation
- Proven track record of taking ownership and driving results
- Proficiency in oral and written English
- BA/BS required
Preferred Qualifications
Previous working experience with MNC, or have oversea experience in studying and living is preferred.
Investigation Specialist (Level 3): Estimated Annual Salary 100K
Job Description
Amazon.com is seeking dedicated, hardworking, analytical candidates with a proven track record of performance and results-oriented thinking, to join the Investigation Team from Seattle (located in Shanghai). Candidates will be responsible for a wide range of duties related to the investigation and elimination of online eCommerce risk. Ideal applicants will have experience in the eCommerce payments space, risk and fraud investigations, previous trust and safety experience, and experience succeeding in a customer-driven workplace. Knowledge of Chinese bank systems will be a plus. All candidates will be analytical and capable of succeeding in a fast-paced team environment with minimal supervision.
This position requires interaction with external and internal clients. Internal clients include teams in Payments, Sales, Customer Service, Transportation…etc.; external clients include Buyers and Sellers. Besides investigation, you will also get to learn about wide range of operational and technical knowledge from associated internal teams, and learn how to lead projects such as improving operational and system efficiency.
The position relies on excellent judgment to plan and accomplish goals and will work under very limited supervision of the Manager. Excellent individual problem-solving and analytical skills are used to authenticate customers and complex transactions and accounts. Nearly all decisions are expected to be made independently with little to no guidance and a high degree of accuracy.
Basic Qualifications
Communication Skills
Excellent written and read English and Chinese skills and an ability to compose a grammatically correct, concise and accurate written response.
Excellent interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.
Clear, crisp and proactive documentation of operational procedures required to tackle known risk related
Problem Solving Skills
Demonstrated ability to work independently, make complex investigation decisions with little to no guidance, and analyze problems logically
Self disciplined, diligent, proactive and detail oriented
Strong time management and organizational skills
Effectively prioritizes work time to ensure productivity and fulfills department standards for time spent
Excellent ability to determine situational needs and provide appropriate solutions
Qualifications:
Demonstrated analytical and problem solving skills, including the ability to recognize non-obvious patterns.
Highly organized with ability to handle multiple tasks simultaneously and deliver optimum results Ability to maintain high levels of confidentiality and data security standards
Experience with Microsoft Office, including Outlook, Word, and Excel
Flexible schedule, including willingness to work on one of the days on weekends, and outside of the "standard" work day. Your shift will be either Sunday-Thursday or Tuesday- Saturday, and may work at night shift (8pm - 8am)
Demonstrate flexibility to work overtime hours as per business requirement
1-2 years of experience in eCommerce, payments & banking (especially China-specific) domain or related field
Preferred Qualifications
Experience with operation process enhancement, data analysis and workflow optimization
Experience with Buyer Protection Services, Merchant Trust Services is highly preferred
1-2 years of experience in eCommerce, payments & banking (especially China-specific) domain or related field is strongly preferred
Quality Specialist (Level 4): Estimated Annual Salary 70-80K
Job Description
Amazon China is hiring a Quality Specialist. This individual will be responsible for auditing case, providing coaching & feedback to investigators. They will also assist investigator improve their performance and drive customer experience. They will conduct refresher sessions for individual and take huddles for the team to give important updates.
The Quality Specialist will publish daily, weekly, and monthly reports sharing trends on their focus group performance. They should be able to conduct deep-dives and share Root cause analysis impacting the metrics and come up with ideas and suggestion to improve process and policies. Quality specialists needs to focus on proactive measures of improving quality metrics and should be creative in creating action plans based on individual needs.
Quality specialist will take up projects and participate in Kaizen events for process improvement initiatives.
Key Responsibilities include:
· Responsible for conducting audits on defects received for metrics and provide consistent feedback to investigators. Reduce defects by driving process improvement efforts through audit findings.
· Provide training need analysis to Training team for individuals/team/site for improving knowledge gaps.
· Conduct regular knowledge checks on floor through process tests, huddles, etc. Conduct reviews for other reviewer and drive Calibrations efforts across sites
· Drive Compliance Process: Conduct compliance audit for investigators and report to Management for corrective action.
· Projects & Kaizen: Drive initiatives through SOP/process/Tool changes along with GPO team. Drive projects on automation to reduce QA manual efforts and improve QA yields.
· Results & Accountability: Ensures that effective controls are developed and maintained across the organization. Strong commitment towards goals and outcomes and to ensure the completion within established time frames
· Produce analyses and reports, write systems queries to gather data, perform data-mining and analysis to support programs as well as identify new metrics and opportunities for quality improvements.
Basic Qualifications
· A bachelor’s degree or higher in a relevant field.
· Prior experience in QA function or as a QA role.
· Strong knowledge of QA methodology and tools
· Experience in working with databases, and SQL in a business environment
· Analytical Mindset and ability to see the big picture
· Prior experience working on Excel and MS Access (preferred)
Preferred Qualifications
· Experience in e-commerce / on-line companies in fraud / risk control functions is preferred
· Understanding of basis lean and six sigma methodology would be preferred
AGS IT SeSu Team Supervisor (Level 4): Estimated Annual Salary 200K
Job Description
Seller Support at AMAZON
Amazon.com 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.com continues to grow and evolve as a world-class e-commerce platform. The Seller Support team acts as the primary interface between Amazon and our 3rd party sellers. We obsess over providing world class support to 3rd party Sellers on the Amazon platform. We strive to predict the Seller's needs before they recognize they may need our support, create innovative self-help tools, and provide solutions to help our partners better serve their customers.
Team Supervisor
The Team Supervisor is accountable for creating a high performance culture that motivates associates to demonstrate levels of ownership, accountability and seller advocacy that enable the vision of a remarkable Seller experience. As a front line manager of10-15associates, the Team Supervisor will provide coaching, guidance, and mentorship to drive achievement of individual and team performance goals. The Team Supervisor is responsible for providing timely and efficient service to our Sellers by optimizing the productivity of team that results in a perfect Seller Interaction. Other responsibilities include interviewing, training, performance management and employee engagement.
The successful candidate will have a commitment to achieving excellence in the Associates and Seller experience, and therefore a strong record of customer focus, a passion for employee development and a keen interest in process improvement are key requirements for this role.
Summary of Responsibilities
· Manages performance and behavior of12-15Seller Support Associates through effective 1:1 meetings, coaching, and mentorship.
· Direct line management for the Seller Support Associate Advisor role
· Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
· Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.
· Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience.
· Partners with workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
· Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management.
· Participates in daily Kaizen events to identify and implement process improvement change initiatives.
· Conducts Seller interaction audits and provide coaching to improve performance.
· Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
· Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
· Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions.
Basic Qualifications
Minimum of 2 years supervisory experience in a customer service environment, experience within a contact center preferred.
Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
Demonstrates ability to analyze data, using the data to drive decision making.
Fosters a positive team environment and collaboration within the site.
Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
Demonstrates effective, clear and professional written and oral communication.
Strong prioritization and time management skills, with a high degree of flexibility.
Ability to embrace constant change with flexibility and good grace.
Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.
Demonstrates effective communication, composure, and professional attitude.
Fluent English
Preferred Qualifications
Solution focused, with passion for people leadership and a drive to nurture a culture of innovation reinforcing the value of the Amazon leadership principles. Excels at providing coaching and mentoring to others with a goal of achieving success. Advocate for Associate engagement, fostering teamwork and collaboration towards achieving team goals. The ideal candidate will have a demonstrated ability to lead by example, motivate others to excellence and insist on the highest standards around performance, behaviors, and Seller interactions.