Global Operations Leader, Product Assurance

Karnataka, India
Competitive salary
24 Oct 2020
26 Oct 2020
Job role

At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and self-driven people. Our customers are worldwide, and include not just consumers, but also our sellers and vendors (selling partners), legal partners and third party service providers. To meet our stakeholders' needs, our smart, diverse, customer-obsessed employees are constantly innovating and building on new ideas.

The Product Assurance, Risk & Security (PARS) organization keeps our customers and partners safe, protect associates, and ensure legal and regulatory compliance for Amazon. Compliance Operations (C-Ops) is the operational arm of the organization. C-Ops partners with worldwide program teams to classify products and ensure Amazon's product listings follow regulatory and legal compliance guidelines. C-Ops supports regulatory compliance requirements for Amazon's worldwide programs such as Restricted Products, Dangerous Goods, Global Trade Services, Product Assurance, Food Safety and Product Safety. C-Ops has offices across India, China, Poland, Romania, Netherlands, Jordan, and Costa Rica and supports compliance related needs for worldwide Amazon marketplaces.

The Global Operations Leader builds WW programs and works with stakeholders across geographies and market places. We are looking for a leader who is passionate about people management, managing operations, developing scalable systems, driving a continuous improvement culture, and working with multiple stakeholders. The leader will be responsible for operational delivery in partnership with worldwide Program teams, regional stakeholders, product and tech teams. By leveraging lean principles and quality management system, this individual will build frameworks to drive continuous improvement to reduce non-value added tasks, re-engineer workflows, identify inconsistencies across WW operational work-streams, streamline the processes and scale through technology. The leader must demonstrate the strong ability to build trust and confidence with regulatory interfaces (eg. Legal teams) and program teams, and influence change by performing comprehensive risk assessments and data analysis. The person needs to work with senior leaders to create and achieve the C-Ops' vision in alignment with Amazon's global standards, policies and procedures in this space.

The Global Operations Leader must be an effective communicator and send clear, concise and consistent written and verbal messages. The person will be required to identify best practices and incorporate these best practices into our standards to continuously improve processes. The person must possess excellent program management skills, relevant operational background, experience in data analysis and must have led a large team. The individual must have ability to work with cross-functional teams including senior leadership in India and abroad.

The Global Operations Leader will be responsible to lead a team of operational associates, front line managers, senior operational leaders, process improvement specialists, SMEs and program managers (direct span of ~500). This individual must create and execute leadership development plans for their team. They need to assess the existing team capabilities, hire, develop, engage and retain top talent in their team.

Roles and Responsibilities
• Program charter and strategy: Owns the program charter, vision and designs the operational delivery framework. Owns the program vision and contributes to the long term vision (3 YP, OP) for C-Ops
• Navigates ambiguity: Identifies and evaluates ambiguous regulatory needs, and designs operational workflows to drive clear outcomes in support. Breaks down goals at team and individual levels and defines clear success metrics. Measures overall performance against goals. For all deficiencies, identifies a plan for corrective and preventive actions. In some cases work with technology teams to come up with a long term scalable solution.
• Is a "Total quality" ambassador: Deliver on-time and quality work related to the projects and broader initiatives. Creates a quality culture across the function and acts as a "total quality" ambassador within C-Ops.
• Balances risk with efficiency: Analyze process metrics and review them weekly and monthly to discover trends to justify the allocation of appropriate resources to areas where the risk is highest. Owns WBR / MBR / QBR metrics and review. Establish frameworks to balance risk with efficiency
• Drives continuous process improvement culture: Work with operational teams, lead Gemba walks, and understand the voice of the associates to identify the gaps in the current process. Ensure open communication on status of progress and resolution against the open points. Drive culture of continuous improvement, and orchestrate initiatives across function and applies specific quality/process improvement tools. Organizes Kaizen / Six sigma /ACES events to drive process/ quality improvements across functions/ programs, across C-Ops
• Develops and drives inclusive people strategy: Possesses adequate knowledge on leading people, running operations, work with stakeholders in different geographies and time zones. Creates mechanisms to measure, benchmark, and retain talent at various levels across functions. Builds strategy in partnership with the Recruiting team to attract talent at function and/or site level.


• 15+ years of relevant experience in leading a large team of program managers and operational team members. The candidate may have experience in an operational environment in manufacturing, production, FMCG / Retail or services sector
• Experience implementing lean principles and process improvement in an operational environment.
• Experience managing multiple direct reports located across the region and also managing key stakeholders in multiple regions.
Experience working alongside product and technology teams and drive innovation and large-scale system implementation across the organization.


• Experience in handling large scale operational team in back office operations, manufacturing plant, retail or service industry
• MBA or an equivalent Master's program in general management
• Excellent written and verbal communication skills, including comfort interfacing with senior leaders.
• Ability to develop and implement department vision, goals and strategies.
• Ability to hire and develop a strong team that delivers results
• Strong analytical skills with demonstrated problem solving ability.
• Ability to adapt well to fast-paced environments with changing circumstances, direction, and strategy

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