Amazon- Account Health Support - Ops Manager I, Seller Trust, Abuse, and Risk

Job summary- AHS Ops Manager:

- Amazon 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 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.

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 excellent 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 : The successful candidate will have a commitment to achieving excellence in the Specialists and Seller experience, and therefore a strong record of customer focus, a passion for employee development and a keen interest in process improvement are key requirements for this role.

BASIC QUALIFICATIONS :

- 4+ years' experience in operations management

- 2+ years of people management experience.

- BA/BS degree required

- At least 6 months of Seller/Vendor Support or SPRO experience or 1 year relevant Amazon experience (escalations, investigations, operations leadership)

- Previous experience in people management

- Business proficient fluency in both written and verbal English and Hindi languages.

- Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.

- Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.

- Demonstrates ability to analyze data, using the data to drive decision making.

- Fosters a positive team environment and collaboration within the site.

- Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.

- Demonstrates effective, clear and professional written and oral communication.

- Strong prioritization and time management skills, with a high degree of flexibility.

- Ability to embrace constant change with flexibility and good grace.

- Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.

- Demonstrates effective communication, composure, and professional attitude.

PREFERRED QUALIFICATIONS :

- Solution focused, with passion for people leadership and a drive to nurture a culture of innovation reinforcing the value of the Amazon leadership principles.

- Excels at providing coaching and mentoring to others with a goal of achieving success.

- Advocate for Specialist engagement, fostering teamwork and collaboration towards achieving team goals.

- The ideal candidate will have a demonstrated ability to lead by example, motivate others to excellence and insist on the highest standards around performance, behaviors, and Seller interactions.