Catalog Manager

Job Description

Job summaryCatalog Manager - VASAmazon.com/Amazon.in strives to be Earths most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.in continues to grow and evolve as a world-class e-commerce platform. Amazons evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the companys DNA. The worlds brightest technology minds come to Amazon to research and develop technology that improves the lives of shoppers and sellers around the world.Value Added Service (VAS), India: The vision for Value Added Service (VAS) is to transform how India buys high-consideration products online by offering them value-adding services throughout the product life-cycle. VAS launched in Mar 2017 with appliance installations and mobile after sales support for devices bought on Amazon. Today, we are focused on building a 5* rated service at scale across service categories and cities.About the Role:Value Added Services builds a customer centric operations team to help win in after sales space. Amzon.in customers can now experience best-in-class after sales services powered via their 360* support processes like RTU - Ready To Use, TS Troubleshooting service and In Warrant Service. Best class service being vision of VAS, As a Catalog Manager VAS services, you will have end-to-end responsibility of the fulfillment management which directly involves the customer experience and brand experience in VAS business. The Manager role involves organizing, planning, prioritizing and scheduling work assignments, in addition to owning the production & quality KRAs for this team. He/She will manage performance measured on operations/business goals and SLA metrics. The Role involves managing escalation/complex tickets; analyzes data; highlights trends, gaps, etc.; and reports key metrics. Performs deep-dive analysis and creates COEs (Correction of Error) based on the deviation, problem, root cause, and solutions Initiates and leads process improvement projects, presents solution proposals, and implements them to other applicable/in-scope operational areas Guides and owns SOPs and shares best practices in own/others teams Participates in or owns modules of solution-building in business process setup, cross-functional process activity, automation, tool-build documentation, etc. Work with various internal teams (e.g. Vendor Management, Product, Category and Automation teams) to help drive tools and process improvements that affect fulfillment management workflows. The successful candidate should have the ability to work at all levels of detail to accomplish team/organization goals. He or she will identify individual strengths of team members and contribute to talent advancement along with succession planning opportunities within the company.Key job responsibilitiesThe Manager role involves organizing, planning, prioritizing and scheduling work assignments, in addition to owning the production & quality KRAs for this team. He/She will manage performance measured on operations/business goals and SLA metrics. The Role involves managing escalation/complex tickets; analyzes data; highlights trends, gaps, etc.; and reports key metrics. Performs deep-dive analysis and creates COEs (Correction of Error) based on the deviation, problem, root cause, and solutions Initiates and leads process improvement projects, presents solution proposals, and implements them to other applicable/in-scope operational areas Guides and owns SOPs and shares best practices in own/others teams Participates in or owns modules of solution-building in business process setup, cross-functional process activity, automation, tool-build documentation, etc. Work with various internal teams (e.g. Vendor Management, Product, Category and Automation teams) to help drive tools and process improvements that affect fulfillment management workflows. The successful candidate should have the ability to work at all levels of detail to accomplish team/organization goals. He or she will identify individual strengths of team members and contribute to talent advancement along with succession planning opportunities within the company.A day in the lifeAs a Catalog Manager VAS services, you will have end-to-end responsibility of the fulfillment management which directly involves the customer experience and brand experience in VAS business. Work with various internal teams (e.g. Vendor Management, Product, Category and Automation teams) to help drive tools and process improvements that affect fulfillment management workflows.About the teamValue Added Service (VAS), India: The vision for Value Added Service (VAS) is to transform how India buys high-consideration products online by offering them value-adding services throughout the product life-cycle. VAS launched in Mar 2017 with appliance installations and mobile after sales support for devices bought on Amazon. Today, we are focused on building a 5* rated service at scale across service categories and cities.Value Added Services builds a customer centric operations team to help win in after sales space. Amzon.in customers can now experience best-in-class after sales services powered via their 360* support processes like RTU - Ready To Use, TS Troubleshooting service and In Warrant Service. Best class service being vision of VAS., 2+ years experience in program or project management 2+ years of people management experience. Experience leading process improvements Bachelor s degree with good academic record. Demonstrated ability to work in a team and assist team members on complex issues Ability to communicate findings and concepts to Senior Leadership Basic to moderate dive deep, data interpretation, logical reasoning and analytical skill set Flexibility to work in week end environment People Management (leadership role, team management, floor control and retention) Formulate, Implement, Track career path & Individual Development Plans of each member in the team Mentor and guide team members to deliver against individual and program goals Ability to manage ambiguous situation and projects Enjoys driving projects and initiatives forward, finds a way to get to yes Experience working with a high-growth, fast paced company 4+ years of operations/project management experience Proficient in MS Excel, SQL and working on databases (good to have)

Keyskills :
capacity planningprocess improvement projectscatalogsprocess improvementcoachingafter sales support