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 Manager III within the Account Health Support (AHS) team acts as the primary interface between Amazon and our third-party business partners (Sellers). 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, and provide solutions to assist our third-party business partners better serve their customers.
The ideal candidate for this position has a good record of customer obsession, a passion for employee development and a keen interest in process improvement. This candidate would be solution focused, passionate about people management, driven to nurture a culture of innovation and reinforce the value of the Amazon leadership principles. Other key requirements include multi-tasking ability, inclusivity, good interpersonal skills, coaching in a toward culture and being tenacious, enthusiastic, and an effective team player.
This position requires a candidate who has a good technical and analytical aptitude, business acumen, exceptional organizational, people and process management, an inquisitive nature and the ability to stay focused and keep up with our continuous and fast-paced growth while motivating others to meet the daily challenges of an extremely timeline-driven environment. They are comfortable in a fast-paced, high-energy environment and will display creative and analytical problem-solving skills with an unrelenting passion for providing an good experience to our Selling Partners. In addition to this, they are passionate about employee selection, development, and retention.
Key job responsibilities
• Lead and manage a team of AHS Program Managers and AHS Risk Managers; responsible for the overall direction and performance of the teams.
• Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.
• Manage the career growth and development of the AHS team by driving focus on Amazon’s Leadership Principles.
• Set a high-quality bar and continuously reinforce a culture of quality and innovation.
• Set a high hiring and performance bar and drive performance management strategy, create mechanisms to measure and benchmark talent at various levels in the function.
• Manage workflow, handle escalations, and proactively engage resources to address issues and effectively delegate workload across the leadership team.
• Advise on risk mitigation strategies and control mechanisms to prevent fraud, abuse, and other operational risks that negatively impact Amazon, our partners, and our customers.
• Support risk reporting, as well as oversight and escalation mechanisms, to ensure key risks are addressed through mitigation or risk acceptance at appropriate levels.
• Prepare and deliver business reviews to the management team regarding emerging risks, status of risk assessments, and control performance.
A day in the life
Managers on the Account Health Support team are responsible for maintaining high standards, ensuring expansion and long-term success of the program. They’re responsible for ensuring timely and efficient services to our Selling Partners by optimizing team productivity, upholding perfect Selling Partner interactions whilst adhering to the AHS program, compliance and processes. In addition to this, responsibilities for the role include leading worldwide initiatives, effectively collaborating with stakeholders and delivering a high level of input and engagement across all verticals within AHS. AHS Managers play an instrumental part in the long-term success of the program and the larger goal of upholding a high standard of trust between Selling Partners and Amazon.
- 13+ years of operational and/or retail management experience
- 6+ years of team management experience
- Experience interpreting data to make business recommendations
- Bachelor’s Degree.
- Minimum of 2 years of people management experience in a customer service environment, preferably within a contact center.
- Advanced knowledge of Microsoft Office Suite.
- Good presentation skills and ability to drive team performance.
- Good verbal and written communication skills.
- Demonstrated ability in managing reporting and analysis.
- Program and Project Management.
- A sound sense of business judgement and decision making.
- Good interpersonal skills.
- Fun to work with!
- 5+ years successful experience in Operations Management in a contact center environment.
- Demonstrated ability in developing and implementing new strategies and procedures.
- Lean and Six Sigma Competencies.