•Execute operation process and achieve operation target•Responsible for the KPI achievement•Set up the team goal align with the operational target and execute the operation plan of the teams managing•Lead, educate, and correct the Team Leaders the team CSAs on their performance, competence, and attitude of work•Play as a role model in the team•Deep dive and identify issues in the management work and resolve in a timely manner•Communicate ,listen, influence, care people, set up trust and respects in the team•Sense of urgency•React, and resolve any issue and problem independently•Flexible in working hours and working day•Resolve serious complaint if necessary and enhance customer experience

People Management Responsibilities: Leading and developing a team of 15-25 associates; responsible for the overall performance management, coordination and evaluation of the team Develop and achieve performance goals and objectives in line with the network wide vision and goals Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training, planning and assigning work, reviewing employee performance, and conflict resolution Mentoring to new managers and as well as employees with high growth potential Leading Site Level initiatives, primary owner of functional responsibilities that impact overall site: Performance Related Pay and transportation are two examples Communicating policies to associates as the primary information source for staff Ensure compliance and consistency; corrective action and documentation

Responsibilities: Provide real time andon cord and escalation support to Associates. Coach and mentor associates to ensure they meet the required performance standards for quality & productivity. Review lobbies and trouble ticket, prioritizing where needed. Prepare and facilitate daily start-up meetings. Liaise with other departments within Amazon. Be a committed seller advocate; driving process & tool improvements. Identify, research and push for resolution on technical issues affecting internal and external customers. Demonstrate appropriate sense of urgency for phone and email service levels. Maintain a positive and professional demeanor and portray the company in a positive light. Conduct live phone call listen-ins and provide real time coaching and feedback to associates. Review and complete associate coaching requests. Provide real time support, assistance and feedback to Seller Support Associates and Software Development Teams. Ability to advise and teach the basic flow standards to new Associates through communications and advise them on standard flow settings thus speeding the learning curve. Responsible for continuous utilization of standard work tools as they relate to key collaboration strategies within the microsite setting (i.e. workflow, process documentation, project tracking, etc.) Ability to advise and teach the basic workflow standards to new Associates through communications and advise them on standard flow settings thus speeding the learning curve.

Summary of Responsibilities· Demonstrates effective, clear and professional written and oral communication.· Provides prompt and efficient service to Amazon Sellers and Merchants including the appropriate escalation of Sellers’ issues.· 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.· Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.· Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.· Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.· Liaise with other departments such as Customer Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions.