• Job Description

  Req#: 2978324
  At Amazon Brazil we value Diversity, Equity and Inclusion (DEI) in all our job positions, therefore, we act intentionally so that our internal environment reflects the plurality of the businesses we play and the customers we serve.
  
  Amazon is looking for an Operational Excellence Team Lead to manage a team dedicated to optimizing seller support operations, with three Investigation Specialists and an Automation Project Manager. You will manage daily flow of tickets from strategic sellers. This role combines people management, process optimization, and strategic problem-solving to enhance the Amazon seller experience.
  You will look for initiatives to accelerate resolution times while maintaining quality standards, helping sellers excel across critical performance metrics. The role demands a passionate people leader who can cultivate team excellence while navigating a fast-paced environment.
  You need to have a proven track record of delivering results in fast-paced and dynamic business environments while managing the needs of different groups of stakeholders. This position offers the unique opportunity to shape the future of seller support at Amazon, combining operational excellence with transformative leadership to drive meaningful business impact.
  
  
  
  
  Key job responsibilities
  • Lead and develop a team of Investigation Specialists, fostering a culture of excellence and continuous improvement
  • Oversee high-priority support tickets from both strategic and standard sellers, ensuring timely and effective resolution
  • Drive automation initiatives to streamline processes and improve operational efficiency
  • Monitor and improve key performance metrics, including resolution time, quality scores, and seller satisfaction
  • Collaborate with cross-functional teams to implement service improvements and innovative solutions
  
  
  About the team
  FBA is one key team in Amazon BR. We manage the operations for sellers that send their inventory to our Fulfillment Center (FC) - from collecting their products to delivering them to customers and receiving customers returns.
  - 2+ years of team management experience
  - 3+ years of program or project management experience
  - 3+ years of working cross functionally with tech and non-tech teams experience
  - 3+ years of delivering cross functional projects experience
  - Experience defining program requirements and using data and metrics to determine improvements- Experience implementing repeatable processes and driving automation or standardization
  - Experience in data mining, data management, reporting, and SQL queries
  
  Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

• About the company

  Amazon.com, Inc. is an American multinational technology company based in Seattle, Washington, which focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence. It is one of the Big Five companies in the U.S. information technology industry, along with Google, Apple, Microsoft, and Facebook. The company has been referred to as "one of the most influential economic and cultural forces in the world", as well as the world's most valuable brand.

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