Operations Manager I - PLS

Description

Amazon's Product Lifecycle Support (PLS) team is looking for a highly driven and customer-obsessed Manager, Catalog to lead multiple initiatives aimed at enhancing post-purchase product support, driving customer awareness, and improving content effectiveness. This role requires a leader who can strategically manage and scale multiple workstreams, develop customer-centric solutions, and work cross-functionally to reduce avoidable returns while improving customer experience.

Key job responsibilities

• Lead and mentor a team of Catalog Specialists and Associates, fostering performance, career growth, and a collaborative work environment.
• Oversee catalog quality, focusing on enrollments, data accuracy, and workflow optimization while identifying process improvements.
• Own the seller intake process, escalation management, and outreach, ensuring seamless operations and timely issue resolution.
• Drive strategic decisions on quality, productivity, headcount, and capacity, aligning with broader business goals.
• Lead automation initiatives to improve efficiency, reduce manual tasks, and innovate workflows for better quality.
• Collaborate with product, tech, program management, and business teams to ensure alignment and drive impactful changes.
• Use data insights from customer reviews and post-purchase behavior to enhance catalog content and improve the customer experience.
• Tackle complex, ambiguous issues by leveraging data and critical thinking, ensuring solutions align with organizational objectives.
• Proactively address operational risks and challenges to minimize disruption.
• Report team performance and key metrics to senior leadership, providing updates and action plans to stakeholders.
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This is an opportunity to own and scale multiple high-impact initiatives, driving customer experience improvements and operational efficiencies at Amazon. If you are passionate about leading teams, solving ambiguous problems, and making data-driven decisions, we encourage you to apply.

Basic Qualifications

• 2+ years of team management experience
• 3+ years of program or project management experience
• Experience leading process improvements
• 5+ years of experience in operations, program management, or related fields.
• Experience in process improvement and leading automation efforts.
• Advanced knowledge in data analysis and driving data-backed decisions.
• Proven track record in managing large-scale projects and improving operational processes.
• Familiarity with catalog management and e-commerce industry trends.
• Demonstrated ability to drive cross-functional initiatives and achieve impactful results.
• Leadership experience in scaling teams and operations across fast-growing business environments.
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Preferred Qualifications

• Proficient in SQL, MySQL, ETL tools, and handling large data sets
• Skilled in data mining with SQL Knowledge of Lean, Kaizen, Six Sigma, and related tools
• Experience translating business needs into feature requirements
• Background in e-commerce, tech, retail, or management consulting
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