Trade-in Operations Manager, Amazon id-12308
As an On-Site Operations Manager, you will be responsible for the seamless execution of our trade-in operations for consumer electronics at multiple facilities. You will oversee all aspects of the workflow, from receiving and processing trade-in items to ensuring high-quality refurbishment and timely resale.
This will involve managing the performance of 3rd party vendors who support various aspects of the operations. Your keen problem-solving skills and talent for driving continuous process improvements will be critical in this fast-paced, customer-focused role
You will work closely with cross-functional partners to identify opportunities, implement best practices, and deliver exceptional results that support Amazon's commitment to sustainability and delighting our customers.
If you thrive in a dynamic operations environment, have experience working with vendors, and want to make a tangible impact, this is an incredible opportunity to join and make a difference.
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Key job responsibilities
- Oversee the day-to-day operations of the trade-in processing and refurbishment workflows, ensuring efficiency, quality, and compliance with all policies and procedures
- Manage and develop vendor staff of operations associates, supervisors, and specialists, providing coaching, feedback, and support to drive high performance
- Collaborate closely with 3rd party vendors responsible for various aspects of the operations (e.g. logistics, refurbishment, testing) to ensure service level agreements are met and vendor performance is optimized
- Leverage data and metrics to identify opportunities for process improvements, implement change, and track the impact on key operational and financial KPIs
- Serve as a key point of contact for cross-functional partners, including customer service, procurement, category teams, vendor teams, and sustainability teams, to ensure seamless integration and a best-in-class customer experience
- Partner with facilities and technical IT teams to ensure the physical site, equipment, and systems are well-maintained and optimized for the operations
- Assist in the development of standard operating procedures (SOPs), training programs, and other operational documentation to support scalability and consistency
- Foster a culture of continuous improvement, safety, and employee engagement within the operations team
A day in the life
A day in the life of an On-Site Operations Manager begins with a review of the previous day's performance metrics and any operational issues that arose. You'll huddle with your supervisory team to discuss priorities, address concerns, and align on action plans.
Throughout the day, you'll be interacting with various stakeholders - from the frontline operations associates processing trade-in items, to the 3rd party vendors managing logistics and refurbishment, to the cross-functional partners in customer service and sustainability
You'll need to juggle meetings, troubleshoot problems, and make rapid decisions to keep the end-to-end flow running smoothly.
A significant portion of your time will be spent on the operations floor, observing workflows, identifying areas for improvement, and providing coaching and feedback to your team. You'll analyze real-time data to identify bottlenecks or quality issues, and work quickly to implement solutions.
Regular check-ins with senior leaders will be essential to communicate progress, escalate challenges, and align on strategic priorities. You'll also collaborate closely with the facilities and IT teams to ensure the physical infrastructure and systems are optimized to support the trade-in operations
You'll have to work with engineering, quality and possibly external OEM teams time-to-time.
At the end of the day, you'll review the day's performance and start planning for tomorrow - anticipating potential issues, realigning resources, and continuously looking for ways to enhance efficiency, quality, and the overall customer experience.
About the team
The Pre-Owned Business (POB) team at Amazon is responsible for managing the company's trade-in and resale operations for various consumer electronics. The team's vision is to empower customers to make sustainable purchasing decisions in a seamless manner, from buying refurbished devices to trading in old ones.
