Description

The Account Health Support Operations Manager, is the operation leader for the AHS program and all lines for each marketplace/language supported. They are responsible for the overall long-term success of the program and ensuring the expansion, frugality, and highest standards are continually met. They are the key owner for functional areas. High level of input and engagement on strategy marketplaces and all verticals within AHS. You should have excellent business and communication skills and be able to work with senior management globally, site peers and NA/EU wide business stakeholders. This position will involve regular communication and engagement with site leadership, workforce team, process stakeholders, and Senior leadership. Cross-team coordination, project management and executive level presentation skills will be key to success.

• Manages a team of managers and overseeing a team size of 100 employees.

• Leads planning and execution of SLAs, capacity, and workflow plans for single /multiple functional areas in one or more sites.

• Leads initiatives and champions projects within and outside of organization or region; influences all participants when driving projects to ensure success.

• Identifies opportunities and risks, dives deep, and works with internal and external teams to implement solutions.

• Ensure Ops Managers have a clear understanding of the performance goals and how to achieve them.

• Prepare and participate in site level WBR meetings, provide updates and status on metrics results. Be able to create effective action plans when performance gaps occur, with timelines for improvement.

• Partner with Work Force to ensure staff schedules and skilling meet our operational demands.

• Basic Operations: The candidate needs to be able to drive results as in a production environment. Will be answerable to teams across sites and must lead his team and stakeholders towards meeting the operational metrics of quality, productivity and service levels.

• People management: The Operations Manager would be responsible in creating mechanisms for employee growth and development throughout the organization. This would mean enabling the next level managers in creating succession plans and talent development. Will be an integral part of hiring people for the team, and other global functions within Amazon.

• Process Improvements: As an Operations Manager, the candidate would need to drive innovation within the team, such that operational inefficiencies can be removed and existing procedures/SOPs be enhanced. Should be able to identify and lead projects across various teams, develop new metrics and drive creation of new tools for the same.

• Networking: As an Operations Manager, there would be multiple internal and external stakeholders to interact with. The incumbent will have to drive common goals across various teams and set up effective communication across those teams. This result in organizational goal of POE Operations be driven through those teams as well

The ideal candidate for this position has a strong 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, excellent interpersonal skills, coaching in a toward culture and being tenacious, enthusiastic, and an effective team player.

This position requires a candidate who has a strong 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 excellent experience to our Selling Partners. In addition to this, they are passionate about employee selection, development, and retention.

Key Responsibilities

• Ensure high quality and high-volume productivity within the jobholder’s organizational units.

Play a critical role in building management depth by providing guidance and mentor ship to all levels of leadership within your organizational units, as well as serving as an outstanding role model.

• Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon.com leaders including application of succession planning at all levels across all teams.

• Manage and execute for defined metrics and quality, maintain clear metrics on our investigation handling volumes, performance, and decision quality.

• Achieve operational excellence and drive process improvement in our service level agreements (SLAs) for all processing activities.

• Analyze the key levers of the business to identify bad debt trends and proactively act to eliminate root cause defects.

• The manager's success will be measured by their ability to drive operational efficiencies across all processing areas whilst improving internal and external customer experience.

• Keys to success in this role include exceptional leadership, analytical, managerial, interpersonal, and project management skills. This role blends operations, product management, customer service, global strategy, finance, and usability.

Key job responsibilities

• Lead and manage a team of Operations Managers and Specialists; 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, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets.

• Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training, and motivating employees; planning, assigning, and directing work; rewarding and disciplining employees; and effective conflict resolution.

• Own and drive operational and business goals/metrics for the team.

• 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, identify top talent and create leadership pipeline for self and all levels in the 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.

• Prepare and deliver business reviews to the management team regarding emerging risks, status of risk assessments, and control performance.

Basic Qualifications

· Bachelor’s Degree

· Minimum of 5 years of people management experience in a customer service environment

· Strong presentation skills and ability to drive team performance

· Demonstrated ability in managing reporting and analysis

· People, Program and Project Management

· A sound sense of business judgement and decision making

· Excellent interpersonal skills

· Fun to work with!

Preferred Qualifications

• 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