Description

External job description

Working Hours: Office hours (alternative start-end times subjected to business needs and changes)

Shift Requirement: Required to work on one or both weekends and Public Holidays.

The Operations Manager within the Account Health Support (AHS) Team acts as the primary interface between Amazon and our business partners. We obsess over providing world class support to Sellers and resolving their concerns.

As a front-line manager, you will be responsible to provide coaching, guidance, and mentorship to a team of Specialists and driving the team and individual performance goals.

Internal job description

The Operations Manager within the Account Health Support (AHS) Team acts as the primary interface between Amazon and our business partners. We obsess over providing world class support to Sellers doing business 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 Ops Manager drives efficiencies and 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 10-15 Specialists, you will provide coaching, guidance, and mentorship to drive achievement of individual and team performance goals and you will work across teams and Ops organization at country, regional and/or cross regional level to drive improvements and enablers to implement solutions specialist engagement, seller experience, AHS process workflow and performance metrics.

Summary of Responsibilities:

• Manages attendance, behavior and performance of 5-15 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.

• 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.

• 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.

• Manages multiple high-visibility and complex cross-functional projects, resolving conflicts and assessing the impact of strategic initiatives.

• High ability to support, structure and deliver concise, data driven narratives in order to drive priorities; by translating data into compelling stories which connect findings from different sources and synthesize them into one complete picture.

This position leads from medium to large complex, cross-functional strategic projects and opportunities. In addition to engaging with global partners, this role will drive improvements and identify key investment areas for the workforce and prioritize based on Account Health Support program needs. You will be required to demonstrate a combination of practical and intellectual skills having the ability to shift, and adapt to different tasks that vary between complex analyses, hands-on project and operations management.

You will be actively involved in evaluating quality controls, monitoring program KPIs and leading the implementation of sound best practices that contribute towards the achievement of the organization’s strategic and operational objectives. The AHS Ops Manager II will act as the primary voice of the seller and will be communicating requirements, feedback, etc. to the product management teams and will also serve as a subject matter expert to assist stakeholders in designing and executing process and policy strategies.

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

Key job responsibilities

Summary of Responsibilities:

• Managing the daily operations including effective resource planning and implementing call center strategies and operations

• Act as subject matter expert and POC to assist stakeholders (sellers & product management team) in designing and executing process and policy strategies.

• Manages and monitor attendance, behavior and performance of a team of AHS Specialists and implementing necessary action plans to resolve performance barriers

• Partners with AHS Program Management on staffing needs and capacity changes to make timely adjustments to meet service level goals

• Manages multiple high-visibility and complex cross-functional projects, resolving conflicts and assessing the impact of strategic initiatives.

• Leads from medium to large complex, cross-functional strategic projects and opportunities

• Evaluate quality controls, monitoring program KPIs

• Drive improvements and identify key investment areas for the workforce and prioritize based on the business needs

About the team

WW SPS is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world‐class support, and building loyalty with Amazon’s millions of selling partners. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company.

Account Health Support (AHS) is a proactive calling program that provides low risk, tenured and strategic professional Selling Partners with personalized support through Pre-Enforcement, Seller Education and Post-Enforcement processes. The team works towards creating a clear path for enforcement avoidance, account reinstatement and education for Selling Partners. Since launching WW in June of 2018, AHS Specialists help Selling Partners identify and resolve the root cause of account issues and develop a Plan of Action (POA) thereby increasing a Selling Partners chance of avoiding enforcement, being reinstated and potentially avoiding similar instances in the future.

We are open to hiring candidates to work out of one of the following locations:

Pasay City, PHL

Basic Qualifications

• Minimum Bachelor's degree with at least 2-5 years of relevant working experience in call center/telemarketing environment, customer service, investigations, project management, etc.

• Experience in leading a team in a call center environment would be an added advantage.

• Ability to maintain composure in critical situations, demonstrate appropriate sense of urgency and adaptability in response to changing business needs

• Strong interpersonal and communication skills to liaise with both internal and external stakeholders

• A team player who fosters a positive team environment and collaboration within the site and globally.

• Ability to work well under pressure in a fast-paced environment

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.

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

• Ability to lead by example, motivate others to excellence and insist on the highest standards Analytical and quantitative skills to use hard data and metrics to back up assumptions and develop business cases

• Proven ability to take ownership, self-motivate, and deliver results in highly ambiguous environments.