Manager, Customer Success & Sales Operations, Brand Protection

Manager, Customer Success And Sales Operation

Transparency represents an incredible opportunity to raise retail industry standards around authenticity, product transparency, and supply chain tracking. Transparency is a strategic new software-as-a-service launched by Amazon for the global consumer goods industry. We are focused on building a global service which allows consumer brands and consumers to trace the origin of items throughout the supply chain ensuring only authentic items enter the supply chain. The Transparency service is focused on preventing the receipt and sale of counterfeit goods both online and offline. Our customers include individual consumer brands who sell both on and off of Amazon direct and through a network of direct and third-party sellers.

We are seeking a talented, driven, and proven CSM and Operations leader to grow the Transparency business in China. The Manager, Customer Success and Sales Operation will lead a high-impact team and serve as a key member of the CN Transparency leadership group. You will identify and address key brand and selling partner experience issues to improve program adoption and retention, as well as identifying new opportunities (e.g., large/famous brands, new industries, new regions) for Transparency business expansion. He/she would work closely with senior leadership team, marketing team, sales team, account management team, support team, product team and other stakeholders in China and Worldwide.

The candidate will need to possess excellent customer success management, program development and management skills, dynamically prioritize and manage resources. She/he will be extremely customer obsessed, strong at performing deep dives to derive analytical insights on seller behaviors, thus improving seller engagement resulting in seller success on Amazon platform. The ideal candidate should be able to work in a cross-functional, fast-paced environment; has strong analytical skills, program management skills, people management skills, communication skills, and innovative.

Key Job Responsibilities

Customer Success Strategy & Program Ownership

• Set the strategic direction for the CN Transparency CSM function — defining program goals, success metrics, and long-term roadmap priorities across brand experience, adoption, and retention
• Lead and develop the CSM team (up to 3 CSMs), providing coaching, performance guidance, and career development support, enabling team members to independently own brand strategy and VoB programs
• Synthesize brand insights at scale — consolidate findings from VoB programs (brand interviews, surveys, walk-the-store sessions) led by CSMs, and translate them into strategic recommendations for Product, PMO, and senior leadership
• Represent CN Transparency in senior leadership reviews, annual planning cycles, and cross-regional forums, own CN perspective in global product and business discussions
• Identify systemic brand experience gaps that cannot be resolved at the individual CSM level, and build centralized, scalable solutions to address them

Central Operations Management

• Own the central sales operation's function — including goal planning, seller/brand assignment, performance reporting, forecasting, and business planning cycles for a team of up to 5 (3 CSMs + 2 Sales Ops)
• Build and optimize operational infrastructure — develop SOPs, scalable workflows, and productivity tools that enable CSMs and Account Managers to operate efficiently and consistently
• Drive cross-functional alignment — partner with BD, Product, Tech, and global Transparency teams to translate strategy into execution and ensure regional priorities are reflected in global roadmaps
• Deploy and iterate on AI/automation tools to improve lead prioritization, brand engagement efficiency, and team productivity
• Establish mechanisms for knowledge sharing and best practice adoption across regional teams, contributing to global program consistency

About the team

The CN Transparency CSM and Sales Operation Team delivers scalable solutions to optimize brand experience and operational efficiency. We empower regional business teams through program operations, business intelligence, and sales operations excellence — acting as the connective tissue between local execution and global strategy.