About this role
Amazon Business (AB) is seeking a manager to lead the Seller Success Services Team (S3T) and own the day-to-day direction of seller support operations within AB3P. You will lead an 8-person team of Operations Support Specialists, owning day-to-day performance, talent development, and service quality, while identifying opportunities to grow the team's impact. That means evaluating new service opportunities, deepening partnerships with Sales, Tech, and Product, and ensuring S3T delivers measurable value to the sellers and Account Representatives we support. Success in this role calls for a hands-on leader who operates comfortably in ambiguity, influences across organizational boundaries, writes clear business narratives, and turns operational insight into data-driven proposals that improve the team's scope and impact.
Key job responsibilities
- People Leadership and Operational Excellence -Lead, coach, and develop an 8-person team of Operations Support Specialists, sustaining a high-performance culture grounded in operational excellence and customer obsession. -Own end-to-end performance management (goal setting, 1:1s, career development, succession planning) and the team-level KPIs and mechanisms that keep service delivery consistent.
- Service Vision and Growth -Define and execute a 12-month roadmap for S3T, anticipating evolving needs from the sales teams. -Analyze operational patterns and seller pain points to identify expansion opportunities.
- Build data-driven business cases to support scope growth proposals.
- Stakeholder Management and Cross-Organizational Influence -Partner with the Seller Success Program Manager to co-own strategic direction (PM owns programs and processes; this role owns people, service execution, and stakeholder relationships). -Collaborate with Tech, Product, and sister organizations (Seller Support, SAS, Global Sales) to surface automation opportunities and improve the end-to-end seller experience.
- AI, Automation, and Innovation -Identify and pilot AI, ML, and workflow automation opportunities that improve team efficiency and enable growth without proportional headcount increases. -Lead tactical projects end-to-end, from opportunity identification through execution and measurement.
- Narratives and Business Reviews -Draft team-level narratives and contribute to 6-pagers, PR/FAQs, and strategy docs that support leadership decision-making. -Contribute to monthly and quarterly business reviews and operational planning, providing team-level inputs on vision, resource needs, and expected impact.
A day in the life
At its core, this role is about making sure our sellers get the support they need to succeed on Amazon Business, and that the team delivering it is set up to thrive. Most mornings you'll start by checking ticket trends and making sure nothing needs immediate attention. From there, you might jump into a 1:1 with a specialist, helping them navigate a tricky escalation or talking through career goals. Growing people is central to this role, and it shows in how the team operates. A big chunk of your week goes toward thinking ahead. You're spotting patterns in seller pain points and asking "what should we tackle next?"
Maybe that means proposing a new service for a scaling sales workstream, or building the business case for an AI tool that cuts resolution time in half. You'll regularly find yourself working across teams you don't formally own, collaborating with sales, product, tech, and sister orgs to push for automation and share what's working. Influencing without authority is a big part of the job, and one of the most rewarding parts. Some days you'll go beyond the typical manager playbook, piloting an AI solution or leading a change management effort as the team's scope expands.
About the team
The Seller Success Services Team (S3T) owns comprehensive support services for Amazon Business sellers—catalog management, listing creation, package hierarchy enrollment, pricing operations, brand support, quality assurance, and issue resolution. Our portfolio spans high-volume operational work and specialized support. Our objective is to drive seller success in the Amazon Business marketplace by resolving issues for strategic sellers and giving Account Representatives time back to focus on selling. We support three Sales teams across multiple segments. We operate through a structured, ticket-based intake system (SIM), offering both asynchronous resolution and scheduled phone support for education and troubleshooting. We measure success through sales impact, and resolution-efficiency metrics.