Selling Partner Support Operations Manager en Barcelona

Operations Manager - SPS
Seller Support provides our Sellers the support they need to be successful on the Amazon platform. We support a wide range of technology platforms across several countries and interact directly with the Seller where the product is highly technical and sophisticated in nature.

The Operations Manager will be responsible for the overall direction, co-ordination, leadership and operations of the large Seller Support team (180+ FTE). This position requires a candidate who has the ability to drive quality, productivity, and process improvements and keep pace with our growth whilst motivating others to meet the challenges of an extremely dynamic customer-focused and metrics driven environment.

The Operations Manager owns site goals and objectives in line with global strategic planning and coordinates with recruitment, training and workforce management to meet the forecasted demand. Leading teams of Managers, Supervisors and Associates, the Operations Manager’s goal is to deliver the perfect Seller interaction.

Duties and Responsibilities:
· Manages a team of up to 180 headcount consisting of team managers, supervisors, technical advisors and associates
· Has an in depth aptitude to do root cause analysis, with focus on specific detail and triggers, and derive key tactical and strategic actions and solutions to improve seller/customer experience
· Motivate employees to achieving the perfect seller interaction, service level agreements and targeted quality and productivity goals
· Coach and develop associates, tech advisors, supervisors and managers on career paths for internal promotion and job enrichment opportunities
· Identify system and process improvement opportunities which will directly influence the seller experience
· Facilitate programmatic transition to operational “go live” status
· Manage and coordinate change management initiatives
· Implement communications strategy across the site
· Participates in recruitment and selection activities including role modeling through hiring decisions and processes
· Manages performance and behavior of direct reports through effective 1:1 meetings, coaching and mentorship
· Maintains a positive and professional demeanor always portraying the site and 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 · Degree Qualification in business or management desirable

Basic Qualifications:
· 5+ years successful experience in Operations Management in a contact centre environment
· Experience in managing large multicultural teams
· Demonstrated ability in developing and implementing new strategies and procedures
· Demonstrated ability in managing reporting and analysis
· Demonstrated ability to put team priorities into a larger business context and make difficult tradeoffs caused by new or changed business goals and/or resource reductions
· Advanced knowledge of Excel is required for this role
· Strong presentation skills and the ability to motivate and inspire large groups of people are a must
· Project Management experience preferred
· 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.

· 10+ years successful experience in Operations Management in contact center environment
· Proven track record of developing and mentoring leaders
· Excellent English communication skills, written and verbal