INDIAN SCHOOL OF BUSINESS

ISB CAS - DETAILS FOR THE JOB BOLD

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Job Title BOLD Multi Location No

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Group Funcgtion General management / Strategic

Planning

City Bangalore and Hyderabad and

Delhi and Chennai and Mumbai

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Recruiter Function General Management Country India

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Currency INR Expected Date of

Shortlist

11/30/2014

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Position Lateral Years of Experince From 2 To 4

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Salary Range 18 L to 20 L Expression Of

Interest /Covering

Letter Required

Yes

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Deadline Date 11/8/2014 12 : 00 Senior Job No

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Interview Date : Position Type Lateral

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Posted Date 11/5/2014 CGPA Asked No

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Approved Date 11/5/2014 Blue Tagged No

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Campus Both Finance Job No

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Title Mr Name Sayan Dutta

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Designation Head – University Relations

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Job Description

Note: Location would depend upon availability and would be communicated closer to the joining

date.

About Amazon.com

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually

anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and

convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon's

evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation

that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research

and develop technology that improves the lives of shoppers and sellers around the world.

About the Role

BOLD (Operations Leadership Development Program) Amazon has great opportunities for MBA students wishing to pursue a career as a leader in Operations

Management. We know that learning through experience is what transforms talented people into great leaders.

The BOLD (Building Operations Leadership) Program is designed to accelerate the growth of leaders through

challenging field experiences that stretch individual capability. Our Operations environment presents the

candidates with great challenges in dealing with front line management, and driving scalable and continuous

improvements across our Technology teams, Customer Service teams, Finance Operations teams, Seller Support

teams, Fulfillment Center teams, and Transaction and Risk Management teams at locations throughout India.

As a start-up within Amazon, we look for self-starters who thrive in a fast-paced, agile environment – which

means wearing many hats, being able to change direction quickly, and showing an eagerness to learn new

things. If you have the passion for solving big problems and helping change the future of delivery experience for

our customers, we would love to hear from you.

Responsibilities Include

BOLD is a leadership development program which aims at building operations managers by honing their

functional and leadership skills through on the job learning, supported by structured development &

performance frameworks. The duration of the program is 36 months and the opportunities would be based out

of the India Development centers. The participants will gain exposure in managerial/individual contributor roles

in operations at our world class Technology Centers and Operations in teams like Transportation, Customer

Service, Seller Support, Transaction and Risk Management, Amazon Logistics, Fulfilment by Amazon, Fulfillment

Center, and Finance Operations.

The BOLD manager will be responsible for the overall direction, coordination, strategy, quality and productivity

of the projects he/she manages. She/he will manage performance expectations and goals, monitor real time

service levels and schedule adherence, and ensure the India teams meet and exceed their performance targets.

In addition he or she will be responsible for ensuring the safety, security and integrity of Amazon’s systems and

data.

Additional responsibilities include:

Identify and setup business related processes

Leading process improvements/ root cause analysis

Full accountability for meeting operational goals

Strategic planning and forecasting

Analyzing data and workflow to identify opportunities for improvement

Leading cost reduction initiatives

Basic Qualification and Skills Required

We are looking for smart and analytical people, who are passionate about operations, to join the BOLD Program

at Amazon India. This program is designed for those candidates who thrive on driving change, building an

organization and leading through others, by giving them a direct management assignment in our Operations

Services and Technology Centers. Ideal candidates for this program are expected to leverage their strong

analytical, communication, and thinking big skills.

Should be graduating full time MBA in 2015

2+ years of experience in operations, general management or engineering fields

Strong oral and written communication skills

Demonstrated leadership abilities

Experience supporting customers internally and externally

A technical degree in engineering, computer science, mathematics or operations

Comfortable in a fast-paced, multi-tasked, high-energy environment

Creative and analytical problem solvers with a passion for operational excellence

MS-Excel, SQL skills a plus

Business Groups Subscribed to BOLD and BOLD Roles

Transaction Risk Management Systems

What would it take to detect and prevent fraudulent purchases among hundreds of millions of ecommerce

transactions in multiple countries? What would you do to create a trusted marketplace where millions of buyers

and sellers can safely transact online? What kinds of processes and systems would you build to maximize

customer satisfaction? Amazon's Transaction Risk Management Systems (TRMS) group has worldwide

reputation as #1 in ecommerce fraud-protection, and the most innovative in risk management applications. We

enable the world's most successful online marketplace by building trust. The mission of the TRMS group is to

make Amazon the safest and most trusted place to shop online. The TRMS Operations team researches,

analyzes, and deploys state of the art investigation processes that mitigate risks for our customers, sellers and

developers across all our platforms.

TRMS India is a fast paced, rapidly growing team which offers new challenges and opportunities. BOLD leaders

are expected to think like owners, with a strong bias for action and a high degree of judgment to make

impactful changes in the ecommerce risk environment with a deep focus on preserving customer trust & safety.

Transportation

Amazon ships millions of items daily to over 200 countries worldwide. The items vary in shape and size, come

with different attributes and shipping restrictions, and have different delivery requirements. There are many

ways one can acquire items from vendors and sellers, and then move them to customers' doors as per the

promise made to the customer, using different carriers and facilities. One can imagine a dense network with

source, intermediate and destination nodes, with arcs between them representing paths that customer

packages can take. The nodes and arcs are governed by business rules that define their capacity, restrictions on

what they can and cannot process, and the time and cost. Amazon transportation's primary focus is optimizing

and operating this worldwide network to minimize cost and maximize delivery performance. Along with growth

comes changes of how we operate our transportation network, from managing and running our own carriers

and trucks, from multi-sort, multi-leg optimization to managing visibility across the network. The changing

nature of business requirements and the ever increasing volume of items make this an exciting space to

innovate, design and develop scalable transportation models, systems and processes.

At Amazon India, we own and manage multiple programs, systems and services that aim to provide world class

customer experience while keeping costs in control – this would be everything from running the last mile

operations that deliver to end consumer to creating models and products that use cutting edge research in OR

and ML to deliver efficiency to the transportation network. Our BOLD talent pool have a basket of roles to

choose from that fit their interests and skills and learning needs – Business Analyst, Product Manager, Program

Manager, Operations manager etc. Transportation gives you the opportunity to create a change and launch the

next generation transportation solutions across the world.

Amazon Logistics

Amazon Logistics (AMZL) is the primary carrier for Amazon.in. Over 16 months since launch of Amazon.in, the

AMZL network has grown from 10 cities to 70+ cities. The associate count has grown from few hundred to

4000+. By the end of 2014, AMZL is expected to cover 100+ cities.

Beyond geographical coverage, AMZL has introduced several new products to its portfolio since launch.

Merchants using Easyship product can ship directly from their shops to the customers using AMZL, allowing

them to offer extended feature set such as COD. The Same Day delivery guarantees delivery of the products to

customers on the day of order. Customers can also choose for Scheduled Delivery with AMZL wherein they are

offered the delivery guarantee within a 2-hour delivery window. Recently, AMZL introduced Mid Night delivery

option for the Release Day Delivery products.

BOLD participants have played significant role in the AMZL growth. They have contributed in various functions

such as engineering design, procurement, network expansion, capacity planning, forecasting etc. The spectrum

of responsibilities for BOLD managers spanned from building the engineering equipment on the shop floor to

coordinating the complex technology projects to enrolling service partners to the AMZL network.

Customer Service

Amazon’s Hyderabad Customer Service Centre started operations in August 2005 and has grown steadily in size

and scope ever since. HYD CS provides 24/7 world-class customer service support to North America, UK,

Australia, Canada and India customers through email, chat, phone and social media(Facebook and Twitter). At

CS our aim is to offer an effortless, rapid and competent experience to our customers who reach out to us for

assistance. We operate in a fast paced, rapidly growing environment offering new challenges and opportunities

for making impactful changes in the Amazon ecosystem. Our relentless focus on process improvement has

helped us continuously evolve and expand our focus into new business domains. With the expanding support to

worldwide customers, the CS team offers a right mix of people manager and individual contributor experience.

CS offers an ideal environment for any BOLD hire to learn and understand business dynamics and contribute to

organization's mission: To be Earth's Most Customer Centric Company. CS offers both people management and

Individual contributor roles to BOLD hires. Diversity of roles includes Customer Service Manager, Workflow

Manager, Product Manager, Program Manager and Project Manager. CS BOLD hires are expected to be

champions of great customer experience and be able to set mechanisms to continuously improve customer

experience. While BOLD hires are offered every opportunity to successfully groom into next role, they are also

challenged with the most complex issues impacting customers. The program has seen several success stories in

the organization since its inception in 2011.

Fulfilment Center

Operations is at the heart of Amazon’s customer experience. We fulfill and deliver thousands of shipments to

customers worldwide every day. Our operations team possesses a wide range of skills and experience ranging

from business analysis and strategic planning to lean practices and flawless execution. There are several

leadership roles in our Fulfillment Centers including Area Managers, Operations Managers, Senior Operations

Managers, Learning Manager and Process Improvement Manager. With invent and simplify as one of our core

values, we are constantly looking at new ways to improve the experience for our customers. Leadership in the

Fulfillment Centers work to ensure that our customers receive what they want, when they want it.

Being part of the INFC Org, BOLD leaders could be directly handling the day to day Operations of the Fulfillment

Center by reviewing the work forecasts and determining productivity requirements to satisfy daily customer

orders, proactively identifying and leading process improvement initiatives and lean tools. You could be

supporting process improvements, best practice sharing, and standardization across the Fulfillment Center using

Lean principles or liaising with Fulfillment Center Software teams, driving the operational execution of software

enhancements within the FCs.

Seller Support

The Seller Support team forms the critical liaison between Amazon and the Sellers (both Individual and

Professional) who use Amazon to further their business. The team responds to Seller queries via emails and

holds itself accountable to a high bar of quality of response. The team is known for its innovative ways of

creating world class servicing experience. A recent example is the launch of a 911 program for sellers, where

queries are responded within 45 minutes that have been identified as business critical by the seller.

The team has various job categories responding to email queries of Marketplace, FBA Sellers and Vendors. This

team has its presence in Hyderabad and Bangalore locations.

As a BOLD leader, you will be the leader responsible for ensuring service levels and standards for productivity

and quality are met by managing the team of Seller Support Associates and Leads. You will serve as a leader and

point of contact for escalated contact resolution of a supervisory nature or complex problems. You will manage

and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and

other Change/Kaizen initiatives as required.

Fulfilment By Amazon

Fulfillment By Amazon (FBA) is a fast growing business built around Amazon’s world class capability in Ordering,

Fulfillment, Transportation and Customer Service. By leveraging our current scale and supply chain, FBA can

provide a low cost alternative for fulfillment and enable sellers to rapidly grow their business. We strive to

provide a best-in-class experience to our sellers. We work towards creating an offering that is self-service,

providing our sellers access to Amazon’s acclaimed customer service and fulfillment expertise which can be

scaled to tens of thousands of sellers across India.

FBA in the Indian context is key to providing the best customer experience on Amazon.in considering FDI

restrictions. The FBA team has operations, product management, marketing and program management

functions. Our BOLD leaders operate primarily in the operations function with responsibility for ensuring that

the best seller experience. They liaise with operational groups such as TAM, FC, Trans, CS, Onboarding and

Operations to define and monitor key experience metrics. BOLD leaders also drive process improvement

initiatives in collaboration with these teams and have many opportunities to interact with sellers directly.

Finance Operations

Global Finance Operations (FinOps) began in Hyderabad, India, and is now a large and growing team that works

with other FinOps groups around the world. Currently, expanded to Bangalore3; the team manages Accounts

Payables, Accounts Receivables, Payroll and Accounting functions. The teams work closely with vendors and

Non-Retail customers globally with its activities focused on managing Amazon’s working capital with highest

level of controllership and to provide best customer experience.

For BOLD hires, the team is looking for talented individuals with some background in managing Operations and

preferably a good understanding of basic Finance & Accounting. The nature of work would be diverse and can

be related to assignments like creating capacity planning models, initiating process improvements projects,

framing policy level decisions, building quality controls, etc. The candidates would work as part of the dynamic

operations team and lead high impact projects. The candidates are expected to work in ambiguous environment

with stakeholders in different countries to drive these projects.