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. The Ops Manager within the Account Health Support team acts as the primary interface between Amazon and our business partners. We obsess over providing world class support to Sellers selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers.
The AHS Ops Manager is accountable for creating a high-performance culture that motivates AHS Specialists to demonstrate levels of ownership, accountability and seller advocacy that enable the vision of a remarkable Seller experience. As a front-line manager of 15-20 Specialists, the AHS Ops Manager will provide coaching, guidance, and mentorship to drive achievement of individual and team performance goals. The AHS Ops Manager is responsible for providing timely and efficient service to our Sellers by optimizing the productivity of team that results in a perfect Seller Interaction, while adhering to AHS program processes that protect the buyer experience and Amazon from bad debt. Other responsibilities include interviewing, training, performance management, managing the global quality audit process, and employee engagement.
Position Description: Account Health Support Ops Manager
LOCATION: Hyderabad, India
LANGUAGE REQUIREMENTS: English - Hindi
The successful candidate will have a commitment to achieving excellence in the Specialists and Seller experience, and therefore a good record of customer focus, a passion for employee development and a keen interest in process improvement are key requirements for this role.
Key job responsibilities
Manages performance and behavior of 15-20 Account Health Support Specialists through effective 1:1 meetings, coaching, and mentorship.
· Direct line management for the Account Health Support Specialist 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 Specialists have a clear understanding of the performance and behavior criteria and how it impacts program performance and the overall Seller experience.
· Partners with AHS Program 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.
· Participates in daily Kaizen events to identify and implement process improvement change initiatives.
· Conducts Seller interaction quality 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 good time-management skills and the ability to work independently while using departmental resources, policies and procedures.
· Liaise with other departments such as Transaction Risk Management Systems, Seller Experience, Seller Support, and Bad Debt.
A day in the life
Good business acumen, exceptional organizational, people and process management and an inquisitive nature. The ideal candidate actively seeks to understand Amazon core business values and initiatives, and translate those into everyday practices. They will be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving skills with an unrelenting passion for service to our Sellers.
This position requires a candidate who has the ability to stay focused and keep up with our continuous and fast-paced growth – all while motivating others to meet the daily challenges of an deadline-driven environment. The ideal candidate will have a commitment to employee development (including an emphasis on selection and retention), as well as an good level of dedication, motivation and intelligence. Good communication skills as well as a technical and analytical aptitude are required.
About the team
https://w.amazon.com/bin/view/Account_Health_Support/
- 4+ years of operational and/or retail management experience
- 2+ years of team management experience
- Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level
- Experience with operations, risk, fraud investigations etc.
- Experience with six sigma tools and Lean techniques
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