Description - Direct line management for the Selling Partner Support Associate role - Manages performance and behavior of 25-30 Selling Partner Support associates that provide support to the Brazil marketplace through effective 1:1 meetings, coaching, and mentorship. Due to this third language fluency (Portuguese) is a must for the role. - Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed. - Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement. - Ensures that Associates have a clear understanding of the performance and behavior criteria and how it impacts site performance and the overall Seller experience. - Partners with workforce management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals. - Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management. - Participates in Kaizen events to identify and implement process improvement change initiatives. - Conducts Seller interaction audits and provide coaching to improve performance. - Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues. - Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures. -Liaise with other departments as required to resolve Seller’s issues and questions. Basic Qualifications - Experience analyzing data and best practices to assess performance drivers - Experience conducting seller interaction audits and providing coaching to improve performance - At least 1 year of Leadership experience managing teams - Portuguese language fluency is a must - Demonstrated strong interpersonal and effective, clear and professional written and oral communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment. - Proven ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders. - Experience developing and implementing new strategies and procedures - Experience using data and metrics to drive improvements - Demonstrated intermediate knowledge of MS Office - Proven experience communicating and influencing Associate's engagement, fostering teamwork and collaboration towards achieving team goals. Preferred Qualifications - Experience reviewing and analyzing performance metrics to identify areas of opportunity that will drive performance improvement - Experience participating in daily Kaizen events to identify and implement process improvement change initiatives