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DESCRIPTION

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. 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 Mgr II of Escalations (i.e. Ops Mgr) is accountable for creating a high-performance culture that motivates Escalations Specialists (ES) to demonstrate levels of ownership, accountability and seller advocacy that enable the vision of a remarkable Seller experience. As a front-line manager of 6-12 ESs, the Ops Mgr will provide coaching, guidance, and mentorship to drive the achievement of individual and team performance goals. This leader is responsible for ensuring the provision of timely and efficient service to our Sellers by optimizing team productivity which results in a perfect Seller interaction. Other responsibilities include interviewing, training, performance management, managing the global quality audit process, and employee engagement.

The Ops Mgr is focused on worldwide process improvements, functional excellence, inter-site parity, and process scalability. They ensure consistency in timely and efficient support of AHS’ front-line specialists, while seeking to eliminate SLA misses. Additionally, they are accountable for leading working groups across the lifecycle of process improvement initiatives, from problem framing to root cause analyses, to pilots, through to change management and operationalization. They work in close conjunction with peers, team managers, and program managers based globally across Phoenix (USA), Hyderabad (IN), and Singapore (SG). They are a pivotal leader in the long-term success of the Help Desk program and the maintenance of trust between Sellers and Amazon.

The successful candidate will have a commitment to achieving excellence in the Operations 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.

Key job responsibilities
• Manages performance and behavior of 6-12 ESs through effective 1:1 meetings, coaching, and mentorship.
• Direct line management for the ES 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 ESs have a clear understanding of the performance and behavior criteria and how it impacts program performance and the overall Seller experience.
• Manages the execution of 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.