CS Operations Manager/Lead

**DO NOT USE A LOT OF OLJ POINTS, 1 is enough**

Job Overview:

We are looking for a proactive and results-driven Operations Manager to join our team at Seller Candy. In this role, you’ll collaborate with two experienced Operations Managers to oversee Team Leaders, Subject Matter Experts (SMEs), and Amazon Brand Managers. Together, you’ll ensure our clients receive exceptional support for their Amazon Seller Central accounts.

This role focuses on leading and empowering the team to resolve complex client issues, optimize account performance, and drive growth. You’ll contribute to streamlining operations, enhancing client satisfaction, and supporting team training and development—all within a collaborative and balanced leadership structure. If you’re passionate about eCommerce and thrive in a team-oriented environment, we’d love to have you onboard!


Responsibilities for Seller Candy:

Key Responsibilities:
1. Client Services & Relationship Management:
- Oversee and implement client onboarding, ensuring smooth integration and satisfaction.
- Manage escalations, conduct exit interviews, and gather feedback to improve service delivery.
- Lead or assign client check-ins and quality assessments to maintain high service standards.
- Develop and execute strategies to improve client relationships and retention.

2, Project Management & Client Services:
- Create and manage projects to enhance client services, including onboarding and escalation handling.
- Collaborate across departments to improve client experience and operational efficiency.

3. KPI Monitoring & Quality Assurance:
- Monitor KPIs and performance metrics, addressing areas where targets are missed.
- Oversee aged ticket management and review escalations or cancellations to ensure timely resolutions.
- Optimize and refine existing SOPs while assisting in the creation of new ones.

4. Amazon Seller Central Expertise:
- Lead and manage Team Leaders, SMEs, and Amazon Brand Managers to support client accounts.
- Oversee account performance, including listings, inventory, and health optimization.
- Manage complex issue resolution, compliance, and provide strategic direction for account growth.
- Ensure the team delivers best practices in account optimization and stays updated on Amazon policies.

5. Training & Development (T&D):
Collaborate with the T&D team to upskill team members and ensure operational excellence.
Stay updated on best practices through regular SME and T&D discussions.

6. Resource Management & Growth:
Monitor utilization and resource allocation to maximize team performance.
Develop and implement strategies for client service growth and operational improvements.
Set clear goals and align teams with company objectives to ensure long-term success.

Take any necessary actions to ensure the success of the company

Qualifications & Skills Required:

Hard Skills:
- Proven experience in managing operations, preferably in client services and eCommerce operations.
- Strong knowledge of Amazon Seller Central and experience with Amazon marketplace operations.
- Expertise in performance tracking, KPIs, and data analysis.
- Experience managing a team, with a focus on training, development, and accountability.
- Ability to optimize and resolve issues related to product listings, account health, sales performance, and customer feedback within Amazon Seller Central.
- Strong project management skills with a proven ability to oversee multiple initiatives and teams.

Soft Skills:
- Excellent leadership and team management skills, with the ability to motivate and develop team members.
- Exceptional communication skills, both written and verbal, with the ability to engage and collaborate with internal teams and clients.
- Problem-solving mindset with a proactive approach to managing complex client issues.
- High attention to detail, with the ability to manage multiple tasks without losing focus on key priorities.
- Adaptability and a willingness to take on new challenges and responsibilities as the company evolves.
- Strong interpersonal skills with the ability to build strong, lasting relationships with clients and team members.


What We’re Looking For:
- At least 5 years of proven experience in an operations management, project management, or client services role, with a focus on eCommerce and Amazon Seller Central.
- Proven experience in leading and managing teams, including Team Leaders, Subject Matter Experts (SMEs), and operational staff.
- Strong ability to identify, resolve, and anticipate client and team needs while driving operational efficiency and continuous improvement.
- Excellent problem-solving skills with a proactive approach to addressing challenges within Amazon Seller Central and team performance.
- Experience in managing client-facing operations and delivering high-quality service across multiple channels.
- Ability to lead by example, providing direction and support while empowering team members to take initiative and deliver results.
- Flexible and adaptable to varying workloads and priorities, with the ability to handle urgent tasks with a positive attitude.
- Comfortable working in a remote setup with a strong sense of self-management, accountability, and initiative.
- Experience in supporting senior management and contributing to the strategic direction of a growing company is a plus.
- Strong communication skills, with the ability to effectively collaborate across teams and interact with clients.

Please send your cv cover letter to to recruitment@sellercandy.com.