Description We are looking for an experienced professional to manage marketing, site merchandising, and process optimization for our Digital Shared Services Marketing team. This individual should thrive in a fast-paced environment where they can drive customer experience improvements and be instrumental in expanding our capabilities across multiple digital teams. Key job responsibilities - Front line manager for a team, approximate size ~15-18 which builds marketing campaigns and supports quality check of campaigns across different languages. - Owner of program specific goals around SLA, quality and productivity - Manage stakeholder communication & requirements. Ensure that business processes are well documented and continuously updated. - Work with product and technical teams to build and improve the tools and technology to support the process. - Define, measure and present operating metrics to senior Management. - Manages people performance and support career growth. - Responsible for identifying customer impacting issues, finding and implementing solutions. - Responsible for escalating issues on a need basis such as spike in volumes vs. forecast, people issues, etc. - Participate in hiring and mentoring leadership talent pipeline. About the team Optimus team provides marketing, merchandising and operational support across Books organization. We manage end-to-end campaign execution including emails, push notifications, onsite promotions, and selections across 10 GLs. The team's core strength lies in standardizing operations through SOPs and automation, while providing end-to-end campaign support from creation to performance tracking. Basic Qualifications - Graduate (any stream). - 6+ years of overall experience of which a minimum 3+ years in managing people. - Track record of meeting and exceeding high service delivery standards. - Experience in driving process excellence and productivity improvement - Experience owning and building processes with limited guidance. - Experience in independently conducting deep dives to aid problem solving, by identifying blockers and coming up with solutions. - Identify continuous process improvement opportunities globally, reducing SLAs, and should be able to independently drive these initiatives. - Demonstrated experience working with program managers and business teams. - Willingness to work flexible work hours. - Experience using data and metrics to measure impact and determine improvement. Preferred Qualifications - 2+ years of knowledge/experience in marketing would be preferred - Experience in managing process and operational escalations - Experience in SLA management - Exposure to process improvement/quality control tools and methods - Experience in understanding metrics and developing them. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.