Seller Support Executive Seller Relations (ESR) is seeking a passionate and experienced Manager.
The Seller Support is the organization in Amazon that provides world-class support to over 2.7+ MM Amazon Sellers in 10 countries. We consider the Sellers, Vendors, and Buyers are our Customers and we help eliminate problems associated with selling their products in Amazon.
The Executive Seller Relations (ESR) team reports to the Seller Experience team and manages the resolution high level seller escalations that are directed to a Senior Leadership or a Social Media escalation and other related escalated contacts. Our mandate is to drive fixes or process improvements that will prevent these escalations from re-occurring and turn a poor seller experience into a positive action. The ESR Manager also works as a program manager to analyze trends, identifies root cause and leads projects for cross-functional teams focused on the delivery of a program, process, or mechanism that enhances the perfect seller interaction. This role is also responsible to manage operation of escalation cases and maintain high performance to achieve goals.
In this role, ESR Manager is responsible to manage 4 different functions (Executive Seller Relations, Escalation Operations, Seller Forum Operations, and Voice of Sellers (VOS) Program in 3 different locations (Tokyo HQ, Sendai, and Sapporo). In terms of Escalation management, ESR Manager is responsible for being a Subject Matter Expert on Seller Support, the point of contact for high-visibility escalations, and completing the Root Cause Analysis (RCA) for Executive escalations. Responsibilities also include managing several escalations at the same time to ensure that all executive level communications are complete, accurate and finalized within a timely manner. One of the most critical tasks is to partner with business leaders across Amazon Japan to determine the root cause, implement resolutions determine preventative actions and tracking to completion to improve the Seller’s experience. The responsibility also includes reporting JP ESR results monthly to JP Country Manager and Seller Business Senior Management Team with Directors and Sr. Managers.
[ESR Manager has the following objectives]
· ESR Manager is responsible for escalation operations (a.k.a. Snowball / Angry scan) which requires to manage complicated and complained cases from sellers and the members who handle these escalation cases. Some of the cases indicated high escalation and complaint directly to the country manager. ESR handles and resolve these cases quickly and precisely before going to the country manager as escalated cases. ESR Manager is also responsible for determining root causes of these escalation cases and improving seller pains in collaboration with departments across Amazon.
· ESR Manager is responsible for creating a holistic strategy of JP Seller Forum as tools for sellers to find solutions from other sellers, and managing the forum as a platform for healthy engagement between sellers. The responsibility includes collaboration with functions such as Seller Business and Legal to create exceptional seller experience and their success increase by activating communication between Seller to Seller, answering to seller’s questions and sharing efficient information from Amazon via Seller Forum.
· ESR Manager is in a highly visible space with much scrutiny from high level executives and business partners as the role owns Voice of Seller (VOS) Program for Japan where he is responsible for connecting data and seller anecdotes, present them to the Business team to make better decisions for sellers. In this role, ESR manager creates / plans VOS programs in strategic way, negotiates to get agreement with Seller Business Directors and Sr. Managers to have shared goals with their teams by influencing them to make better decisions for sellers.

1. Ability to thrive in a fast paced environment, where tactical and strategic activities are driven in parallel.
2. Excellent written and verbal communication skills in both Japanese (native level) and English (fluent).
3. Attention to detail and has problem solving/analytical skills to manage multiple, competing priorities simultaneously. .
4. Demonstrated ability to work in ambiguous situations, across organizational boundaries, and able to work independently to create a path forward.
5. Ability to manage competing priorities across multiple projects under tight deadlines.
6. Ability to create the scalable process and communication plan with multiple cross functional changes.
7. 5+ years of industry experience doing program /project management in the support and services industries.

· Belief in the value of participating in, and contributing to a collaborative team environment.
· Familiarity with DMAIC, Six sigma, Kaizen.
· Experience in customer-facing UI development, Internet products and technologies.
· Contact Center (Phone, email, chat support) support experience.
· Master or Bachelor’s degree in equivalent work experience.