Amazon Business (AB) organization is seeking a Senior Manager to lead the Seller Success Services Team (S3T) and shape the strategic direction of seller support operations within AB3P. This role combines hands-on people leadership of a multidisciplinary team of 10-15+ Operations Support Specialists with a strategic mandate to expand the team's impact, identify new business opportunities, and drive cross-organizational influence across Amazon Business. The ideal candidate is a senior operational leader who thrives at the intersection of people management and strategic thinking. You will own the day-to-day performance and development of your team while simultaneously evaluating new service horizons, building partnerships with Sales, Tech, and Product teams, and positioning S3T as a force multiplier for seller growth. You are not just managing what exists today—you are defining what the team becomes tomorrow. This role requires someone who can lead through ambiguity, influence without authority across organizational boundaries, author compelling business narratives for senior leadership, and translate operational insights into strategic proposals that expand the team's scope and impact. You will partner closely with the Seller Success Program Manager to co-own the strategic direction while bringing deep people leadership, stakeholder strategy, and a vision for service innovation.
Key job responsibilities People Leadership & Operational Excellence • Lead, coach, and develop a multidisciplinary team of 10-15+ Operations Support Specialists. Build and sustain a high-performance culture focused on operational excellence, continuous learning, and customer obsession. • Own end-to-end performance management (goal setting, 1:1s, career development, succession planning) and team-level KPIs. Design operational mechanisms and reporting frameworks that increase efficiency and ensure consistent service delivery.
Strategic Vision & Business Development • Evaluate new horizons and growth opportunities beyond the current service portfolio. Develop a 12-18 month strategic vision for S3T, anticipating evolving needs from Sales teams (Seller Assist, SAM, NSR) and the broader AB3P organization. • Identify opportunities to expand S3T’s impact by analyzing operational patterns, seller pain points, and support gaps. Position S3T as a strategic force multiplier for Sales—proactively proposing solutions that accelerate seller growth and reduce friction. • Drive measurable improvements in seller sales growth, satisfaction, and operational efficiency. Propose and justify scope expansions with data-driven business cases and ROI models.
Stakeholder Management & Cross-Organizational Influence • Partner with the Seller Success Program Manager to co-own strategic direction (PM owns programs/processes; SSM owns people, service vision, and stakeholder strategy). Build strategic relationships with Sales team leaders to understand KPIs, anticipate needs, and collaboratively identify new service opportunities. • Develop partnerships with Tech teams and Product Managers across Amazon Business to identify automation opportunities, influence roadmaps, and pilot AI/ML solutions that enhance team capabilities. • Proactively engage with sister organizations—Seller Support, SAS, Global Sales—to identify strategic collaboration opportunities, share best practices, and improve the end-to-end seller experience beyond current boundaries.
Strategic Narratives & Business Reviews • Lead strategic projects end-to-end—from opportunity identification through execution and measurement. Author business narratives (6-pagers, PR/FAQs, strategy documents) to communicate vision and secure leadership alignment. • Own monthly and quarterly business reviews, and contribute to operational planning documents (OP1/OP2) articulating the team’s multi-year vision, resource requirements, and expected business impact.
Innovation & Transformation • Develop an AI/automation strategy identifying services that can be augmented through generative AI, ML, and workflow automation. Design scalable mechanisms for intake management, quality assurance, and performance tracking that enable growth without proportional headcount increases. • Continuously raise the bar on team output quality, process maturity, and service standards. Champion a culture of experimentation and lead change management when absorbing new services or transforming existing ones.
About the team The Seller Success Services Team (S3T) owns comprehensive support services for Amazon Business sellers across catalog management, listing creation, package hierarchy enrollment, pricing operations, brand support, quality assurance, and issue resolution. Our service portfolio spans high-volume operational tasks (catalog updates, ASIN uploads, price configurations) to specialized support (brand owner services, ASIN enforcement investigations, package hierarchy management). Our primary objective is to drive growth for seller success within the Amazon Business marketplace by resolving issues for strategic sellers, giving Account Representatives time back to focus on selling. We support and collaborate with three Sales teams—Seller Assist, Strategic Account Management (SAM), and New Seller Recruitment (NSR)—across multiple segments and manage services that directly impact seller experience and business outcomes. We operate through a structured ticket-based intake system (SIM), offering both asynchronous resolution and scheduled phone support for education and troubleshooting. Our team measures success through CDQ, Package Hierarchy enrollment (PHASE), GMS impact, and resolution efficiency metrics.
Basic Qualifications
- 7+ years of experience managing operational teams in sales support, customer service, e-commerce, or marketplace environments, with a proven track record of building high-performing organizations
- 3+ years of experience in a senior leadership role (L6) with demonstrated strategic impact beyond direct team management
- Bachelor's degree in Business, Industrial Engineering, Computer Science, or related field (or equivalent practical experience)
- Demonstrated experience developing and defending strategic business cases, narratives, and operational planning documents for senior leadership (Director/VP level)
- Proven ability to manage cross-organizational stakeholder relationships at senior levels and influence outcomes without direct authority
- Experience identifying and launching new services or programs that expanded team scope and delivered measurable business impact
- Strong people leadership: performance management, talent development, succession planning, and building inclusive high-performance cultures
- Experience with data-driven decision making: building metrics frameworks, analyzing operational data, and translating insights into strategic actions
- Experience leading change management through organizational transformations, service expansions, or process redesigns
- Strong written and verbal communication skills with the ability to influence stakeholders at all levels; demonstrated experience authoring business documents including program narratives, strategy documents, and operational business reviews
Preferred Qualifications
- Amazon Business, AB3P, Sales, SAS, Seller Support, or marketplace operations experience
- Experience driving AI/ML integration and automation strategy, including hands-on experience evaluating and implementing generative AI solutions in operational environments
- Experience writing Amazon-style narrative documents to drive leadership alignment and secure investment decisions
- Proficiency in data analysis tools (Excel advanced functions, SQL) and experience building dashboards and reporting mechanisms
- MBA or advanced degree in Business, Operations, or related field
- Experience with continuous improvement methodologies (Lean, Six Sigma, or similar)
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