Seller Systems Team Lead

Responsibilities

• Lead the day-to-day operational performance of a team of Seller Systems Operations Associates, including quality, productivity, service-level, and other team goals.
• Set expectations, priorities, and performance goals for individuals and the team.
• Manage team capacity, scheduling, and work allocation to ensure critical workflows are covered and completed accurately and on time.
• Coach Associates on troubleshooting, process knowledge, communication, and judgment in resolving user issues.
• Conduct development conversations, provide constructive feedback, complete performance reviews, and address performance concerns with management and People team partners.
• Build a collaborative, inclusive team environment.
• Serve as an escalation point for complex operational or user issues.
• Partner with global operations specialists and business process owners to run critical Internal Systems workflows.
• Identify recurring issues, process gaps, and manual work; lead improvements that increase quality, reduce effort, and improve user experience.
• Use operational data and team insights to surface trends, risks, and opportunities.
• Collaborate with cross-functional teams to improve products, processes, tools, and user-facing communications.
• Support hiring, onboarding, training, and ramping of new team members.
• Help build operating culture, team practices, and capabilities of the Bengaluru Delivery Center.

Requirements

• 9+ years of experience in customer support, technical support, operations, or another internal or external user-facing environment.
• 3+ years of experience leading, supervising, or formally mentoring an operations, support, or user-facing team.
• Experience leading teams that support technical products, platform users, or complex operational workflows.
• Experience managing operational work against defined quality, productivity, or service-level goals.
• Strong written and verbal communication skills.
• Experience coaching others and supporting professional development.
• Strong analytical thinking and problem-solving skills, including root-cause identification and practical improvements.
• Ability to prioritize effectively and make sound decisions in a fast-moving, structured environment.
• Process-oriented mindset with a track record of improving workflows, reducing manual effort, or improving user experiences.
• Experience working effectively with cross-functional stakeholders.
• User-first mindset and interest in learning technical products, systems, and processes.
• Ability to work from the Bengaluru office on the night shift.

Nice-to-haves

• Experience using operational data to manage performance, identify trends, and prioritize improvements.
• Experience supporting hiring, onboarding, workforce planning, or scheduling for an operations team.
• Experience working with global teams across time zones.