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Description

The Selling Partner Communities organization builds lasting connections with, and helps drive the success of our Selling Partners. We achieve this by: (1) Providing effective channels for multi-directional engagement with Amazon, (2) Fostering an active and helpful community and information exchange among Selling Partners; (3) Understanding Selling Partners’ perceptions of, and being internal advocates to improve, their experience selling on Amazon; (4) Ensuring that public perception mirrors the reality that Amazon’s stores are a great place for Selling Partners to build and maintain a thriving business; and (5) Accelerating and strengthening third-party advocacy and partnerships that benefit Selling Partners.

Mission: The Selling Partner Communities (SPC) team’s mission is to ensure every Selling Partner (SP), no matter their size, tenure, or location, is satisfied with their experience selling in our store. Our role is to look holistically at the seller experience through the voice of the seller – both in conversations directly with Amazon, and each other – to identify opportunities to make selling on Amazon even more delightful. We will achieve our mission by:

SPC listens to SP feedback and discussions about Amazon and advocates for improving the experience. We empower SPs to succeed in our stores with effective, relevant, and timely communication demonstrating our authentic commitment to building a long-lasting trusted partnership. The experiences we build connect SPs to Amazon and to other SPs enabling collaboration, sharing, and learning while cultivating a growing and thriving seller community. The content we create inspires and motivate SPs through proactive story-telling; highlighting SP success stories, and driving awareness of new features and benefits launching across Amazon and in doing so making it easier for SPs to grow and manage their business in our store.

We are looking for an experienced and inspirational leader with a proven track record of developing and leading successful community engagement programs for large, fast-paced, global organizations. This role will serve as the face and voice of Amazon to Selling Partners through internal tools like our Seller Forums, as well as external channels such as social media. The successful candidate has high judgement, adept at influencing others, thrives in an ambiguous environment and is at their best when they’re building, developing and managing high-performing teams.

Key job responsibilities

The role’s key responsibilities include:

• Serve as the voice of Selling Partners, collaborating with internal teams to surface issues, data, and anecdotes to drive improvements to close the loop on seller painpoints

• Working backwards from Selling Partner needs to drive high-value engagements with Selling Partners through informational content, virtual events, seller spotlights, and other experiments to drive user acquisition, activation and retention within our community

• Developing Community Managers as experts of the Selling Partner experience, establishing learning curriculum, tools, and processes that allow us to provide real-time responses when sellers engage with Amazon

• Partner with product and tech teams to develop features to automate processes and improve communication quality

• Define, implement, and monitor effective mechanisms, processes, and metrics to measure and deliver quality results.

• Building, engaging and retaining a diverse team of Community Managers, and developing a culture of customer obsession where team members are inspired to go above and beyond to provide a better experience to Selling Partners.

• Builds and leads the following centers of excellence: (1) Community Engagement; (2) Escalation and Defect Management; (3) Learning and Development; and (4) Quality Assurance

About the team

We are an inclusive and diverse organization that biases towards earning trust and building relationships first. We deliver results but have fun, all while being obsessed with our selling partners and making them satisfied selling in Amazon's store.

Basic Qualifications

• 7+ years of team management experience

Preferred Qualifications

• Experience implementing repeatable processes and driving automation or standardization

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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136,200/year in our lowest geographic market up to $225,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.