Director of Operations

  • Full Time
  • Fairfax
  • No. of Vacancies: 1
  • Experience: 3 - 5 Years
  • Posted 1 year ago

Are you passionate about improving the quality of customer experiences? Do you strive to create customer-centric solutions that drive measurable results? Do you like to design and implement scalable end-to-end solutions built on sound process excellence principles? Does leading resource coordination and priority setting across teams, countries and cultures sound exciting? if you can build and manage large-scale implementation programs for products globally, ensuring new products and services are implemented seamlessly, on time and with positive impact on suppliers and customers, then considering joining the Terratree team.

We are a primary interface between suppliers and Amazon by direct interaction between our customers and manufacturers, by building communication tools that sellers use to receive help, and by driving cross-functional initiatives to improve the seller experience.

As a Operations Lead, you will be responsible for identifying, driving and tracking strategic initiatives that improve the seller experience and will measure the results by monitoring quality and efficiency metrics and contacts. In this high profile role, you will collaborate with numerous operational, training, product, and software development tools to build collaborative relationships, working closely to create and execute a quality project roadmap. You will prepare and execute regular program updates to senior management.

The successful candidate will be input focused and will have isolated and correlated inputs to achieve impactful outputs, built closed loop processes and measures to ensure adoption of products and processes so that improvements are realized. S/he will also have proven ability to assess situations and guide teams toward both short-term and longer term systemic changes. The ideal candidate will possess an analytic, statistical and optimization background to enable strategic workforce planning and strategic service initiatives planning. In this role you will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis.

The ideal candidate for this role will be able to:
· Interact with stakeholders at multiple levels and dynamically lead business and product teams to define and deliver solutions to establish standard processes.
· Identify and analyze data to isolate issues, develop solutions and prioritize opportunities for merchant experience improvements.
· Determine and implement effective Operations solutions quickly, so as to not impede production
· Plan and manage multiple parallel projects.
· Maximize resource utilization for the greater good of the organization.
· Create, maintain and disseminate project information to stakeholders and senior management
· Remain flexible to changing priorities, open to new ideas and have seller quality as the top focus.

BASIC qualifications:

· Experience implementing repeatable processes and driving automation or standardization
· 5+ years of experience in program or project management
· A Bachelor’s degree or higher
· Experience owning program strategy and end to end delivery
· Experience defining and executing against program requirements
· Experience implementing repeatable processes and driving automation or standardization
· 5+ years of experience in program or project management
· A Bachelor’s degree or higher
· Experience owning program strategy and end to end delivery
· Experience defining and executing against program requirements
· 5+ years of experience leading project delivery for large, cross functional projects
· Experience developing operational process and technologies to drive Operational Excellence through best in class change management practices
· Demonstrated ability to deliver both strategic and tactical results across diverse cultures from inception to completion
· Experience working with contact centers globally

PREFERRED qualifications

MBA is preferred
Superior oral and written communication skills are crucial
Experience in online retail is a plus
Ability to think and act both strategically and tactically
Proven track record of taking ownership and driving results in an Internet business
Demonstrated ability to build quantitative reporting and dashboards for problem solving

Full-time applicants only

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