Head of AbeBooks Seller Management and Customer Support
AbeBooks, an Amazon company, connects millions of buyers with booksellers from around the world through seven domains in five languages. We provide a marketplace for hundreds of millions of items that includes everything from exquisite manuscripts and long lost books from your childhood, to postcards from Mohandas Gandhi and signed first editions of "A Farewell to Arms".
About the Role
AbeBooks is looking for a seasoned ecommerce leader with extensive managerial experience managing teams as well as other managers who can set a vision for a diverse, multi-functional team across several locations and deliver measurable results in increasing selection and driving seller success through their life cycle, as well as supporting buyers. This role requires close collaboration internally with tech and marketing and also with various teams at Amazon to identify opportunities to scale up and deliver the best solutions for AbeBooks customers, both buyers and sellers. As a senior leader on the AbeBooks team, you will report directly to the CEO and work closely with other senior managers to drive strategy, product, and team development for our global business.
• Increase selection and support top line growth through:
- Setting selection strategy and managing seller acquisitions as well as driving seller success through their entire life cycle; manage global approach and deliver successful results on local websites
- Identify key initiatives to support sellers with delivering better services to buyers
- Defining products and support their development and project management activities emphasizing long-term growth
• Continuously improve Seller and Buyer experience on AbeBooks by:
- Identifying, quantifying, and implementing solutions that contribute to AbeBooks flywheel
- Partnering with Amazon CS teams to deliver scalable support to customers
- Identifying tools and solutions and leverage Amazon to improve Buyer and Seller experience
• Actively manage team and business performance by:
- Owning planning, budgeting and forecasting, analyzing, reporting, and auditing performance
- Introducing mechanisms for continuous improvements
- Aligning priorities and goals with other stakeholders and the rest of the organization
- Managing managers, i.e. managing through others, as well as directly
This role requires an individual who can combine a vision of the future of digital commerce with a strong mind for operations, execution, and growth. The successful candidate will have experience managing diverse teams, including managing managers, strong communication skills, be self-motivated and have the ability to influence employees and partners at all levels of the organization both internally and externally. They will have strong quantitative analytical skills, excellent business judgment and ability to dive deep into business detail, identify ways to simplify and increase efficiencies. They support growth and development of their managers and individual team members by encouraging them to take ownership and deliver results.
A successful candidate will be comfortable with ambiguity, aware of the external environment and frequent changes in the general ecommerce space, will have a strong backbone; will be a curious learner and passionate in supporting and developing other team members.
•Team Development - Build a fluid, learning organization that is ready to challenge status quo and continue improving efficiencies to deliver results; managing, influencing and directing cross-functional teams who represent the front line of customer contacts.
•Scale Globally - Investigate, learn and develop global strategies that work for worldwide needs.
•Analysis & Business planning - Dive deep into data to better understand our customers and make specific recommendations for growth and improvement; create and communicate business plans for new opportunities.
•Facilitate Organizational Strategic Planning Process - As a member of the senior management team, this role takes our organizational vision and works across all departments to facilitate the planning process to ensure alignment of strategic priorities and communication of our short and long-term goals across the organization.
•Business Tools Development - Identifying, specifying and leveraging tools created in partnership with our software development team to operate at scale and improve the customer experience.
•Customer Empathy - Passion for deep understanding and prioritization to meet the unique and core needs of AbeBooks customers, both buyers and sellers; consistently originate innovative ideas, in order to find better ways of accomplishing our customer objectives.
Basic Qualifications Required Qualifications:
•Experience managing a cross-functional team with managers and individual contributors; Proven track record of hiring and developing exceptional leaders
•Willingness to travel internationally on a quarterly basis
•A strong background (5+ years) in strategic planning, ideally for a highly analytical multi-national business in a customer or seller facing role
•Strong business judgment with a track record of creating and articulating compelling visions
•Proven analytical skills and highly comfortable mining, synthesizing and summarizing data
•Demonstrated ability to manage multiple projects, including prioritization, planning and leadership at scale
•Exceptional interpersonal and communication skills, including strong writing and speaking skills
•Demonstrated success in customer relationship management
Preferred Qualifications Preferred Qualifications:
•Fluent in German, French, Italian or Spanish
•Previous P&L ownership
•Experience working with a software development team and articulating business requirements for software developers
•Ability to think strategically and produce tactical plans to execute that strategy, with excellent attention to detail
•Tenacity to develop ideas independently and thrive in a fast-paced environment
Posted: February 11, 2019
Closes: April 12, 2019