Support Ops Manager II, FBA Support Operations

WW Selling Partner Services (SPS) is focused on making Amazon the safest and most trusted company on earth for customers, brands, and selling partners and the best place to build a successful business. Within SPS, Fulfillment by Amazon (FBA) is a service selling partners engage to make their items available to customers around the world who take advantage of Amazon Prime. FBA Support Operations is a critical bridge between Amazon’s product, technology, and fulfillment network teams and our selling partners. We currently serve the US, CA, EU, JP, AU, MX, and BR marketplaces, but our vision is to build a global team that follows the sun. Our work spans over 70 workstreams – from individualized coaching of selling partners, to resolving cases when something goes wrong in the inbound shipping and fulfillment processes, to identifying and correcting defects in selling partner shipments that can add cost and risk safety and customer experience.

We are looking for a results-oriented, customer-obsessed, data-driven leader who is passionate about innovating and optimizing across people, processes and technology to be a world-class support organization. The ideal candidate is an influential leader with a proven track record inspiring their team to deliver big results. They are able to continuously improve the operational efficiency of their team through good prioritization, and communication skills, as well as the ability to navigate ambiguity. They have the capability and passion to foster a culture of innovation, inspiring their team to identify process and technology improvements that complement operational excellence to deliver increasingly better outcomes. They will index high on people development, and they believe at their core that leaders operate at all levels of an organization. The ideal candidate also demonstrates strong seller-facing communication leadership — they understand how to build trust-based advisory relationships with selling partners, coach their team to move beyond transactional interactions, and drive meaningful seller engagement that results in sustained behavioral change and defect elimination.

Operations: The candidate needs to be able to drive results in a production environment. Must lead their team and stakeholders towards meeting operational metrics of quality, productivity, and service levels. Will be responsible for setting the goals and vision for the function(s) operating under the candidate. This includes owning the end-to-end seller coaching lifecycle, ensuring the team delivers measurable account-level impact rather than transactional case resolution.

Stakeholder Management and Communication: The candidate would need to interact with multiple stakeholders within India and globally and at times, would be required to influence and drive consensus between teams. The candidate would also be required to write high impact, clear and concise documents (Support Strategies, Business review documents, etc.). Additionally, the candidate must be able to represent the seller coaching program's impact and insights to senior leadership, translating frontline seller engagement data into strategic narratives that inform program direction and investment decisions.

People Leadership: The candidate would be responsible for creating mechanisms for employee growth and development. This would mean enabling People Managers and creating succession plans. Will strike the right balance between effective delegation while maintain a connect with the team through different communication channels (1:1 connects, Huddles, Open office hours etc.). The candidate must develop their team's consultative communication skills — coaching specialists to adaptive insight-driven seller advisory dialogues that uncover root causes and build long-term seller trust.

Process Improvements, Automation, and Innovation: The candidate would need to drive innovation within the team, such that operational inefficiencies can be removed and existing procedures/SOPs be enhanced. Should be able to identify and lead projects across various teams, develop new metrics and drive creation of new tools for the same. The candidate should leverage seller engagement insights and frontline feedback to identify systemic defect patterns, propose scalable coaching interventions, and partner with DP&R and product teams to translate seller-facing observations into program-level improvements.

We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon’s mission of being Earth’s most customer-centric company.


Key job responsibilities
• Responsible for the overall direction and performance of 15–20 Seller Outreach Specialists.
• Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.
• Manage the career growth and development of their associates by driving focus on Amazon's Core Values. Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as a role model.
• Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments to solve medium to high complexity problems.
• Drive seller engagement quality by establishing coaching standards, reviewing seller interactions, and ensuring the team builds trust-based advisory relationships rather than transactional touchpoints.
• Serve as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature.
• Provide analysis and program support to stakeholder teams. Surface actionable insights from seller engagement patterns to inform program strategy, identify systemic root causes, and recommend scalable interventions.
• Identify and eliminate root cause barriers to accuracy, productivity, quality, and seller knowledge gaps. Facilitate regular portfolio reviews and insight-sharing sessions to promote cross-team learning and ensure consistent coaching quality across the portfolio.
• Deep dive trend data related to customer contacts and defect prevention. Leverage account-level data to identify coaching opportunities, track before/after performance deltas, and drive data-informed decisions on seller prioritization and intervention timing.
• Lead team meetings focused on team performance, policy and site updates, and team-building activities.

Basic Qualifications

- 5+ years of team management experience
- 8+ years of operational and/or retail management experience
- Experience using data to influence business decisions
- Experience in a customer-focused field or business
- Experience automating a complex process

Preferred Qualifications

- Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level
- Experience in operational excellence using six sigma methodologies

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