RCO Operations Manager

Job Description

DESCRIPTION

At Amazon, the Registration & Compliance Operations (RCO) organization is responsible for making Amazon the safest and most trusted place on Earth by protecting the innocent and deterring the 'ill-intentioned'. Protecting the interests of the end users is our top priority, balancing being compliant and giving a great customer experience. Our team achieves this objective through a combination of automated and manual investigations of the seller transactions on our marketplace.
The Registration & Compliance Ops (RCO) organization is seeking an outstanding Operations Manager to join our RCO team located in Manila. You will be responsible for providing the overall management for a team of 120-150 employees and direct leadership to the operations team, overseeing and developing employee performance and process improvement activities.
Partnering with onsite and remote program managers, this role facilitates the transition of new projects, products, systems and processes from project to operational status. 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 selling partner interaction.
You will be working in a fast-paced environment where every day brings unique new challenges and new opportunities. You should have excellent business and communication skills and be able to work with senior management globally, site peers and worldwide business stakeholders as well as legal owners to develop and define mutually agreeable solutions. This position will involve regular communication and engagement with senior management. Cross-team coordination, project management and executive level presentation skills will be key to success.
Responsibilities include:
· Manage a team of managers and an overall operations team of between 120-150 employees.
· Ensure high quality and high volume productivity within the organizational units.
Manage and execute for defined metrics and quality, maintain clear metrics on our investigation handling volumes, performance, and decision quality.
· Achieve operational excellence and drive process improvement in our service level agreements (SLAs) for all processing activities.
· Analyze the key levers of the business to identify trends and proactively take action to eliminate root cause defects.
· Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within your organizational units, as well as serving as an outstanding role model.
· Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon.com leaders including application of succession planning at all levels across all teams.
Manages performance and behavior of direct reports through effective 1:1 meetings, coaching and mentorship
· Keys to success in this role include exceptional leadership, analytical, managerial, interpersonal, and project management skills. This role blends operations, product management, customer service, global strategy, finance, and usability.