4 Ofertas de Merchant Operations & Strategy Manager en San Rafael
Merchant Operations & Strategy Manager
San Rafael, Alajuela
Uber
Trabajo visto
Descripción Del Trabajo
**About the Role**:
As the Restaurant Operations Manager for Uber Eats you will play a key role for the business by improving the Eater and Courier experience through Restaurant initiatives. This person is going to be responsible for performing several analysis and projects that impacts our main Experience OKRs like Eater C/R, E2E and Contact Rate (non-exhaustive).
Also, this person is going to act as the operational expert regarding merchant’s asks or clarifications. Usually, these asks come from the Operations Area of the Restaurant Partner, which demand to better know our metrics or wants to talk with its operational counterpart.
This role is going to be a part of the Eats Operations Team of the Central and South American Region, but it’s going to be working closely with the Restaurants Org in order to be able to perform the initiatives designed!
**What You'll Do**:
- **
Analyze Data -** You will ensure you are crafting, collecting, and incorporating as much data about operations as possible to monitor performance and find opportunities to improve. You, with help from colleagues, will build the analytical frameworks and operational models to enable constant improvement
- **
Create & Optimize Process -** This is a complex role as it balances operations and commercial agreements. We need to build and constantly optimize our own processes to ensure that we are aiming for the best in class operation and economics. You’ll be working closely with the operational and commercial teams to improve both Courier, Eater and Merchants experience
- **
Grow the business -** As a key member of the Operations team you will be constantly seeking solutions for your Region. Your processes and projects will directly contribute to the business’ growth
**What You'll Need**:
- English and Spanish professional proficiency
- 3+ years of experience in business consulting, investment banking or other hyper-growth startups is preferred
- Critical thinking and analytical rigour, as you will be dealing with data (reports, experiments, pricing models) and scaling processes
- Experience with data-based decision-making - exercising good judgement in ambiguous circumstances, and effectively communicating across a diverse team.
- Strong Excel skills
- Database experience. Comfortable learning and using new software tools
- SQL knowledge is required, Python highly desirable
- Previous experiences that prove your sense of ownership, a getting-things-done approach, and the ability to go from high-level business strategy to tactical execution several times during a regular week
As the Restaurant Operations Manager for Uber Eats you will play a key role for the business by improving the Eater and Courier experience through Restaurant initiatives. This person is going to be responsible for performing several analysis and projects that impacts our main Experience OKRs like Eater C/R, E2E and Contact Rate (non-exhaustive).
Also, this person is going to act as the operational expert regarding merchant’s asks or clarifications. Usually, these asks come from the Operations Area of the Restaurant Partner, which demand to better know our metrics or wants to talk with its operational counterpart.
This role is going to be a part of the Eats Operations Team of the Central and South American Region, but it’s going to be working closely with the Restaurants Org in order to be able to perform the initiatives designed!
**What You'll Do**:
- **
Analyze Data -** You will ensure you are crafting, collecting, and incorporating as much data about operations as possible to monitor performance and find opportunities to improve. You, with help from colleagues, will build the analytical frameworks and operational models to enable constant improvement
- **
Create & Optimize Process -** This is a complex role as it balances operations and commercial agreements. We need to build and constantly optimize our own processes to ensure that we are aiming for the best in class operation and economics. You’ll be working closely with the operational and commercial teams to improve both Courier, Eater and Merchants experience
- **
Grow the business -** As a key member of the Operations team you will be constantly seeking solutions for your Region. Your processes and projects will directly contribute to the business’ growth
**What You'll Need**:
- English and Spanish professional proficiency
- 3+ years of experience in business consulting, investment banking or other hyper-growth startups is preferred
- Critical thinking and analytical rigour, as you will be dealing with data (reports, experiments, pricing models) and scaling processes
- Experience with data-based decision-making - exercising good judgement in ambiguous circumstances, and effectively communicating across a diverse team.
- Strong Excel skills
- Database experience. Comfortable learning and using new software tools
- SQL knowledge is required, Python highly desirable
- Previous experiences that prove your sense of ownership, a getting-things-done approach, and the ability to go from high-level business strategy to tactical execution several times during a regular week
Lo sentimos, este trabajo no está disponible en su región
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Sr. Operations Manager
Alajuela, Alajuela
Abbott Laboratories
Hoy
Trabajo visto
Descripción Del Trabajo
**About Abbott**
Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.
**W**orking at Abbott**
At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self and live a full life. You will have access to:
- Career development with an international company where you can grow the career you dream of.
- A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
- A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
**The Opportunity**
This position is responsible for the planning, sustaining and improvement of manufacturing and process engineering activities to meet Product Availability, quality compliance (GMP, production/process controls, etc.), and cost objectives in a regulatory environment.
The role will prioritize production schedules based on market demand, financial objectives, equipment efficiency, and materials supply. Plans and administers procedures, budgets and unit cost glides, both operational and capital for the business unit. Selects, coach and develop personnel to ensure the efficient operation of the production and manufacturing engineering function.
Will manufacture products for commercial needs, and engineering runs such as experimental trials and clinical trials if needed. Identifies and executes continuous improvement opportunities by promoting AVOS systems striving for an Operational Excellence Culture.
**What You’ll Do**
**Deliver business results**:
- Directs the operations department, motivates and develops to achieve **business** results. (Safety, Quality, Service and Cost).
- Set clears expectations and ensures the teams meets the goals, track progress and develop work streams and stablish milestones to deliver goals.
- Holds accountability on managers and senior staff for the team results (**SQDC**).
- Drive performance and continuous improvement culture in the whole business unit. (Core teams and services areas).
- Meets the financial commitments in all elements of the standard cost (**DM, DL, VOH, FOH**).
**Financial management**:
- Identify and monitor key functional/financial indicators to gauge overall performance.
- Accountable for assigned budget and LBEs.
- Manage and deliver financial commitments (LBE) as well optimize short term performance and long term growth including Long Range Plan (LRSP) and Unit Cost Glides (5+ years).
**Strategy development and Execution**:
- Create strategies and tactical plans that are aligned with the divisional business strategies in a horizon of 1 to 2 years. Ensure those activities are translated into goals, metrics and projects assuring communications and expectations are stablishing effectively.
- Develop execution plans with contingency to mitigate risks, setting clear priorities with focus and influencing organization to adapt and navigate thru challenges.
**Operational Excellence**
- Align internal infrastructure to acquire, allocate and sustain necessary resources (people, materials, capacity) to execute the current long-term strategies, identify opportunities for innovation and continuous improvement to maximize efficiency and improve margin. Build an innovative culture (AVOS) that supports and rewards ideas that supports customer needs.
**Internal external stakeholders Management**:
- Understand needs and expectation of internal and external stakeholders. Initiate maintain and influence areas and key opinion leaders of the organization (Directors, SMEs, customers). Aligns the interest of the stakeholders to drive common goals thru stakeholder’s management plans.
**_ QUALIFICATIONS_**
- Bachelor's degree In business or a technical discipline.
- Minimum 12+ years of related work experience or an equivalent combination of education and work experience.
- _ Fully Bilingual (English and Spanish) /_ Required_
- _ Preferred Qualifications & Education_
- Knowledge of regulations and standards of medical devices.
- Manufacturing experience with companies engaged in the manufacture of high quality and high tech products.
- Proven leadership skills, results oriented, highly collaborative, team player, and self-starter who can operate in a fast pace environment.
- Experience in high volume, process control manufacturing and process sustaining.
- Experience with ISO 9001/CE Mark requirements. Manufacturing management experience in manufacturing planning, documented systems, GMP, and quality.
- Proven improvement projects in the operations area that are cost-effective within the organization.
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your b
Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.
**W**orking at Abbott**
At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self and live a full life. You will have access to:
- Career development with an international company where you can grow the career you dream of.
- A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
- A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
**The Opportunity**
This position is responsible for the planning, sustaining and improvement of manufacturing and process engineering activities to meet Product Availability, quality compliance (GMP, production/process controls, etc.), and cost objectives in a regulatory environment.
The role will prioritize production schedules based on market demand, financial objectives, equipment efficiency, and materials supply. Plans and administers procedures, budgets and unit cost glides, both operational and capital for the business unit. Selects, coach and develop personnel to ensure the efficient operation of the production and manufacturing engineering function.
Will manufacture products for commercial needs, and engineering runs such as experimental trials and clinical trials if needed. Identifies and executes continuous improvement opportunities by promoting AVOS systems striving for an Operational Excellence Culture.
**What You’ll Do**
**Deliver business results**:
- Directs the operations department, motivates and develops to achieve **business** results. (Safety, Quality, Service and Cost).
- Set clears expectations and ensures the teams meets the goals, track progress and develop work streams and stablish milestones to deliver goals.
- Holds accountability on managers and senior staff for the team results (**SQDC**).
- Drive performance and continuous improvement culture in the whole business unit. (Core teams and services areas).
- Meets the financial commitments in all elements of the standard cost (**DM, DL, VOH, FOH**).
**Financial management**:
- Identify and monitor key functional/financial indicators to gauge overall performance.
- Accountable for assigned budget and LBEs.
- Manage and deliver financial commitments (LBE) as well optimize short term performance and long term growth including Long Range Plan (LRSP) and Unit Cost Glides (5+ years).
**Strategy development and Execution**:
- Create strategies and tactical plans that are aligned with the divisional business strategies in a horizon of 1 to 2 years. Ensure those activities are translated into goals, metrics and projects assuring communications and expectations are stablishing effectively.
- Develop execution plans with contingency to mitigate risks, setting clear priorities with focus and influencing organization to adapt and navigate thru challenges.
**Operational Excellence**
- Align internal infrastructure to acquire, allocate and sustain necessary resources (people, materials, capacity) to execute the current long-term strategies, identify opportunities for innovation and continuous improvement to maximize efficiency and improve margin. Build an innovative culture (AVOS) that supports and rewards ideas that supports customer needs.
**Internal external stakeholders Management**:
- Understand needs and expectation of internal and external stakeholders. Initiate maintain and influence areas and key opinion leaders of the organization (Directors, SMEs, customers). Aligns the interest of the stakeholders to drive common goals thru stakeholder’s management plans.
**_ QUALIFICATIONS_**
- Bachelor's degree In business or a technical discipline.
- Minimum 12+ years of related work experience or an equivalent combination of education and work experience.
- _ Fully Bilingual (English and Spanish) /_ Required_
- _ Preferred Qualifications & Education_
- Knowledge of regulations and standards of medical devices.
- Manufacturing experience with companies engaged in the manufacture of high quality and high tech products.
- Proven leadership skills, results oriented, highly collaborative, team player, and self-starter who can operate in a fast pace environment.
- Experience in high volume, process control manufacturing and process sustaining.
- Experience with ISO 9001/CE Mark requirements. Manufacturing management experience in manufacturing planning, documented systems, GMP, and quality.
- Proven improvement projects in the operations area that are cost-effective within the organization.
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your b
Lo sentimos, este trabajo no está disponible en su región
0
Sales Operations Manager
Alajuela, Alajuela
DHL
Hoy
Trabajo visto
Descripción Del Trabajo
En DHL Express, nuestro propósito es “Conectar a las personas, mejorar vidas”. Somos la empresa más internacional del mundo, "la gran máquina amarilla", como nos encanta llamarla. Específicamente en nuestra región de América Central y del Sur, cubrimos 16 países, desde el Parque Nacional Tikal en Guatemala, hasta Ushuaia en Tierra del Fuego - Argentina. Somos más de 3.400 Especialistas Internacionales Certificados que trabajamos apasionadamente y motivados COMO UN SOLO equipo, moviendo más de 10 millones de envíos al año y superando las necesidades de nuestros clientes, mientras apoyamos sus negocios e impactamos positivamente en nuestras comunidades al mismo tiempo. Somos el Great Place to Work # 1 en América Latina y nos sentimos muy orgullosos de eso. ¡Y tenemos buenas noticias! Estamos buscando una Superestrella como tú, centrado en nuestros clientes y que quiera tener el mejor día, todos los días.
**Alcance y Ubicación del Rol**
Central and South Americas - CSA and can be based in any CSA Express Country (Argentina, Bolivia, Chile, Colombia, Costa Rica, Ecuador, El Salvador, Guatemala, Honduras, Nicaragua, Panamá, Paraguay, Perú, Uruguay y Venezuela).
**Propósito del Rol**
El/la Sales Operations Manager es responsable del análisis oportuno y efectivo de oportunidades, desempeño y resultados de ventas para los países bajo su cargo. Con su equipo de analistas, apoyan a los directores comerciales a tomar decisiones oportunas para asegurar el crecimiento del negocio. También asegura que el proceso global de ventas, así como la implementación de herramientas comerciales, se ejecutan en tiempo y forma.
**Responsabilidades**
- Asegura la entrega de pronósticos de ventas anuales, con ayuda de Analistas de ventas, Gerentes Comerciales, Gerentes Financieros/ CFO y líderes de la oficina de Área para ser presentado y aprobado por los Gerentes de Países / Cluster
- Provee análisis de datos/insights a Gerentes Comerciales y de País para la toma de decisiones tácticas y estratégicas, para la consecución efectiva de objetivos corporativos.
- Supervisión y dirección de personal, incluyendo creación de planes de desarrollo, elaboración de evaluaciones de desempeño, asignación y distribución de cargas de trabajo para los analistas de ventas
- Implementar y monitorear efectividad/impacto de herramientas de venta.
- Identificar, monitorear y resolver problemas actuales y/o potenciales que podrían afectar el rendimiento de ventas
- Garantizar la entrega en tiempo y forma de objetivos individuales, pago de comisiones, bonos y planes de incentivos del área comercial.
- Controlar el debido proceso comercial en línea con procesos y políticas corporativas globales.
**Requisitos**
- Profesional en Administración de Empresas, Administración de sistemas de información, Ingeniería industrial, Economía o carreras afines en áreas económicas o administrativas.
- Mínimo 3 años de experiência en puestos afines.
- Experiência comprobada en habilidades analíticas.
- Mínimo nível medio de inglés hablado y escrito.
- Nível avanzado en paquete Office
- Mínimo nível intermedio en Power BI. (Usuario)
**Alcance y Ubicación del Rol**
Central and South Americas - CSA and can be based in any CSA Express Country (Argentina, Bolivia, Chile, Colombia, Costa Rica, Ecuador, El Salvador, Guatemala, Honduras, Nicaragua, Panamá, Paraguay, Perú, Uruguay y Venezuela).
**Propósito del Rol**
El/la Sales Operations Manager es responsable del análisis oportuno y efectivo de oportunidades, desempeño y resultados de ventas para los países bajo su cargo. Con su equipo de analistas, apoyan a los directores comerciales a tomar decisiones oportunas para asegurar el crecimiento del negocio. También asegura que el proceso global de ventas, así como la implementación de herramientas comerciales, se ejecutan en tiempo y forma.
**Responsabilidades**
- Asegura la entrega de pronósticos de ventas anuales, con ayuda de Analistas de ventas, Gerentes Comerciales, Gerentes Financieros/ CFO y líderes de la oficina de Área para ser presentado y aprobado por los Gerentes de Países / Cluster
- Provee análisis de datos/insights a Gerentes Comerciales y de País para la toma de decisiones tácticas y estratégicas, para la consecución efectiva de objetivos corporativos.
- Supervisión y dirección de personal, incluyendo creación de planes de desarrollo, elaboración de evaluaciones de desempeño, asignación y distribución de cargas de trabajo para los analistas de ventas
- Implementar y monitorear efectividad/impacto de herramientas de venta.
- Identificar, monitorear y resolver problemas actuales y/o potenciales que podrían afectar el rendimiento de ventas
- Garantizar la entrega en tiempo y forma de objetivos individuales, pago de comisiones, bonos y planes de incentivos del área comercial.
- Controlar el debido proceso comercial en línea con procesos y políticas corporativas globales.
**Requisitos**
- Profesional en Administración de Empresas, Administración de sistemas de información, Ingeniería industrial, Economía o carreras afines en áreas económicas o administrativas.
- Mínimo 3 años de experiência en puestos afines.
- Experiência comprobada en habilidades analíticas.
- Mínimo nível medio de inglés hablado y escrito.
- Nível avanzado en paquete Office
- Mínimo nível intermedio en Power BI. (Usuario)
Lo sentimos, este trabajo no está disponible en su región
1
High Touch Operations Manager
San Pedro, Heredia
CRG Solutions
Hoy
Trabajo visto
Descripción Del Trabajo
We are looking for a leader who work with designated mission-critical customers, such as service providers and financial services companies, driving collaboration and communications between the end customer and Cisco stakeholders, and ensuring they receive premium-level service.
**Requirements**:
- **Fluent in English. High Proficiency level** **(must).**:
- 4+ years leading remote or diverse technical teams in the Enterprise industry.
- Strong project management, influencing and negotiation, critical thinking, and decision-making skills.
- Experience with Incident management.
- Experience working with Enterprise Level customers.
- Experience presenting to Executives and C suite.
- TAC management experience will be a plus.
- Ability to work as a team member in a cross-functional, matrix environment.
- Excellent presentation and communication skills.
- Strong understanding of Cisco's internal business functions; Understanding of Cisco's sales cycle; Understanding of Cisco product and solutions
- CCNA or equivalent networking knowledge highly desired
- ITIL Foundation v3 certified is a plus.
**Responsibilities**:
- Follow up on open action items and cases to ensure we meet our commitments
- Act as business driver to improve customer's and internal operations.
- Understand customer's internal business functions and culture.
- Act as single point of contact for operational issues.
- Coordinate technical issues and customer needs.
- Educate customers on processes and procedures.
- Understands customers business requirements and aligns to solutions
- Represent customer needs to post-sales support teams and applicable organizations.
- Provide status reports to stakeholders.
- Provide customers with updates on hot or escalated issues.
- Create and present quarterly reports to customers with analysis of customer's support needs.
- Take the initiative on developing required skills, offers and job training.
- Identify and analyze operational area of improvements
**Requirements**:
- **Fluent in English. High Proficiency level** **(must).**:
- 4+ years leading remote or diverse technical teams in the Enterprise industry.
- Strong project management, influencing and negotiation, critical thinking, and decision-making skills.
- Experience with Incident management.
- Experience working with Enterprise Level customers.
- Experience presenting to Executives and C suite.
- TAC management experience will be a plus.
- Ability to work as a team member in a cross-functional, matrix environment.
- Excellent presentation and communication skills.
- Strong understanding of Cisco's internal business functions; Understanding of Cisco's sales cycle; Understanding of Cisco product and solutions
- CCNA or equivalent networking knowledge highly desired
- ITIL Foundation v3 certified is a plus.
**Responsibilities**:
- Follow up on open action items and cases to ensure we meet our commitments
- Act as business driver to improve customer's and internal operations.
- Understand customer's internal business functions and culture.
- Act as single point of contact for operational issues.
- Coordinate technical issues and customer needs.
- Educate customers on processes and procedures.
- Understands customers business requirements and aligns to solutions
- Represent customer needs to post-sales support teams and applicable organizations.
- Provide status reports to stakeholders.
- Provide customers with updates on hot or escalated issues.
- Create and present quarterly reports to customers with analysis of customer's support needs.
- Take the initiative on developing required skills, offers and job training.
- Identify and analyze operational area of improvements
Lo sentimos, este trabajo no está disponible en su región
2
Operations Manager - DP&R, Defect Prevention & Reconciliation (DP&R)
Heredia, Heredia
Amazon
Publicado hace 2 días
Trabajo visto
Descripción Del Trabajo
Description
This is a full time, permanent, non - remote position based in Costa Rica and does not offer relocation benefits. Job applicants must be located and legally authorized to work in Costa Rica in order to be eligible for consideration.
The Defect Prevention & Reconciliation (DP&R) organization develops technology that identifies, reconciles, and prevents defects across Amazon's fulfillment supply chain. DP&R's scope includes marketplaces worldwide with products that directly impact both Fulfillment By Amazon (FBA) selling partners and Retail vendors. The DP&R operations in Costa Rica, SJO Support Operations, works with Vendors and Carriers to reduce defects in Amazon's supply chain, and we help them comply with Amazon's policies and procedures. Our mission is to provide a world-class support experience for our Vendors and Carriers, while delivering a world class employee experience for our associates.
SJO Support Operations team is seeking a highly motivated manager in charge of managers and their respective teams (15-20 specialist per team). This would consist of multiple teams of Support Ops Specialist who educate Vendors and Carriers to reduced supplier cause defects to improve their Efficient Receive (ER) and/or Pallet Receive (PR) rates. The team supports eight locales in total (US, CA, MX, DE, UK, FR, IT and ES).
In this role, you will own and have the unique opportunity to help define the road-maps, processes, and metrics to enable the Support Ops mission. You will work closely with program, analytics, engineering, and process improvement teams within DP&R.
You should thrive and have demonstrated success in an environment which offers ambiguously defined problems, big challenges, and quick changes. You will be expected to balance strategic thinking with detailed execution and solid cross-functional collaborative results-oriented work.
Prior applying, please consider the following information about the role:
- Our only production schedule for this role is Monday to Friday from 6:00am to 3:00pm. Night and "graveyard" shifts are not available at this time.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Key job responsibilities
- Ability to understand DP&R vision and make independent decisions with sound judgment to manage their teams to attain that vision.
- Work closely with the global program owners to design and deploy business strategies.
- Analyze the key levers of the business to identify trends and proactively take action to improve efficiency and Vendors/Carriers experience. The Support Operations Manager is able to dive deep on metrics and facilitate the solutions.
- Responsible for achieving and exceeding team's defined metrics through sustainable change or process improvement. She/he will be expected to participate in strategic planning and project road mapping activities of the team.
- Implement best-in-class processes and practices for maintaining and exceeding productivity, quality, service level agreements and defect reduction goals.
- Expected to participate in projects that involve one (or more) teams within the Organization and that address issues outside the normal areas of responsibility or expertise required by their process.
- Delivers high complexity projects on a timely manner and improve processes with significant business impacts and contributions to the operation through improvement to quality, productivity, or vendor and carrier experience.
- Work with software teams to articulate and prioritize feature needs for investigation tool sets.
- Provide leadership and administrative support to teams and manage them to minimize the impact of negative vendor and carrier experience by meeting/achieving targets, achieve process improvement, ensure road mapped project execution (and identify new ones), and focus on the people development of their team.
- Responsible for engaging people, identifying training needs within his teams and accordingly upskill.
- Responsible to represent the performance of his entire team/sub-function at various platforms worldwide. Identifies trends in team performance and recommends/ implements change to constantly raise the Performance levels in the team.
- Recruit top-quality investigators and managers. Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.
- Build a structured and scalable Engagement Team from the ground up; including creation of metrics, scalable tools, creation of Standard Operations Procedures (SOP), and team structure.
A day in the life
We seek a strong, self-driven leader with demonstrated ability to proactively drive, manage and grow an operations team. The ideal candidate actively seeks to understand Amazon core business values and initiatives, and translate those into everyday practices. She/he should also have a strong business sense and be able to create, communicate and achieve a vision.
This person should have strong project management and people management skills. She/he should have managed in a matrix environment and managed team performance in a highly performance, metrics driven environment. The ideal candidate will have a strong commitment to employee development (including an emphasis on selection and retention), as well as an exceptional level of dedication and motivation.
This individual should also be viewed as a change manager who has the ability to build right mechanisms to support any organizational change and influence teams.
Basic Qualifications
- Bachelor's degree
- A minimum 5 years relevant operations work
- A minimum 5 years in a people managerial position
- Experience as a manager of managers of at least 5 years.
- A minimum 2 years as a manager of Middle Managers.
- C1 English proficiency (Advanced).
Preferred Qualifications
- Experience in support operations of vendors, sellers, carriers or managing account managers is preferred, but not required.
- A track record driving change and innovation that benefits customers, sellers and vendors.
- MBA in relevant field of Operations
- Experience in driving improvement, innovating new processes and driving out waste. Kaizen, Six Sigma, Black/Green Belt and/or Lean experience a major plus.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
This is a full time, permanent, non - remote position based in Costa Rica and does not offer relocation benefits. Job applicants must be located and legally authorized to work in Costa Rica in order to be eligible for consideration.
The Defect Prevention & Reconciliation (DP&R) organization develops technology that identifies, reconciles, and prevents defects across Amazon's fulfillment supply chain. DP&R's scope includes marketplaces worldwide with products that directly impact both Fulfillment By Amazon (FBA) selling partners and Retail vendors. The DP&R operations in Costa Rica, SJO Support Operations, works with Vendors and Carriers to reduce defects in Amazon's supply chain, and we help them comply with Amazon's policies and procedures. Our mission is to provide a world-class support experience for our Vendors and Carriers, while delivering a world class employee experience for our associates.
SJO Support Operations team is seeking a highly motivated manager in charge of managers and their respective teams (15-20 specialist per team). This would consist of multiple teams of Support Ops Specialist who educate Vendors and Carriers to reduced supplier cause defects to improve their Efficient Receive (ER) and/or Pallet Receive (PR) rates. The team supports eight locales in total (US, CA, MX, DE, UK, FR, IT and ES).
In this role, you will own and have the unique opportunity to help define the road-maps, processes, and metrics to enable the Support Ops mission. You will work closely with program, analytics, engineering, and process improvement teams within DP&R.
You should thrive and have demonstrated success in an environment which offers ambiguously defined problems, big challenges, and quick changes. You will be expected to balance strategic thinking with detailed execution and solid cross-functional collaborative results-oriented work.
Prior applying, please consider the following information about the role:
- Our only production schedule for this role is Monday to Friday from 6:00am to 3:00pm. Night and "graveyard" shifts are not available at this time.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Key job responsibilities
- Ability to understand DP&R vision and make independent decisions with sound judgment to manage their teams to attain that vision.
- Work closely with the global program owners to design and deploy business strategies.
- Analyze the key levers of the business to identify trends and proactively take action to improve efficiency and Vendors/Carriers experience. The Support Operations Manager is able to dive deep on metrics and facilitate the solutions.
- Responsible for achieving and exceeding team's defined metrics through sustainable change or process improvement. She/he will be expected to participate in strategic planning and project road mapping activities of the team.
- Implement best-in-class processes and practices for maintaining and exceeding productivity, quality, service level agreements and defect reduction goals.
- Expected to participate in projects that involve one (or more) teams within the Organization and that address issues outside the normal areas of responsibility or expertise required by their process.
- Delivers high complexity projects on a timely manner and improve processes with significant business impacts and contributions to the operation through improvement to quality, productivity, or vendor and carrier experience.
- Work with software teams to articulate and prioritize feature needs for investigation tool sets.
- Provide leadership and administrative support to teams and manage them to minimize the impact of negative vendor and carrier experience by meeting/achieving targets, achieve process improvement, ensure road mapped project execution (and identify new ones), and focus on the people development of their team.
- Responsible for engaging people, identifying training needs within his teams and accordingly upskill.
- Responsible to represent the performance of his entire team/sub-function at various platforms worldwide. Identifies trends in team performance and recommends/ implements change to constantly raise the Performance levels in the team.
- Recruit top-quality investigators and managers. Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.
- Build a structured and scalable Engagement Team from the ground up; including creation of metrics, scalable tools, creation of Standard Operations Procedures (SOP), and team structure.
A day in the life
We seek a strong, self-driven leader with demonstrated ability to proactively drive, manage and grow an operations team. The ideal candidate actively seeks to understand Amazon core business values and initiatives, and translate those into everyday practices. She/he should also have a strong business sense and be able to create, communicate and achieve a vision.
This person should have strong project management and people management skills. She/he should have managed in a matrix environment and managed team performance in a highly performance, metrics driven environment. The ideal candidate will have a strong commitment to employee development (including an emphasis on selection and retention), as well as an exceptional level of dedication and motivation.
This individual should also be viewed as a change manager who has the ability to build right mechanisms to support any organizational change and influence teams.
Basic Qualifications
- Bachelor's degree
- A minimum 5 years relevant operations work
- A minimum 5 years in a people managerial position
- Experience as a manager of managers of at least 5 years.
- A minimum 2 years as a manager of Middle Managers.
- C1 English proficiency (Advanced).
Preferred Qualifications
- Experience in support operations of vendors, sellers, carriers or managing account managers is preferred, but not required.
- A track record driving change and innovation that benefits customers, sellers and vendors.
- MBA in relevant field of Operations
- Experience in driving improvement, innovating new processes and driving out waste. Kaizen, Six Sigma, Black/Green Belt and/or Lean experience a major plus.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
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