Job Description: 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 up to 15 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. Other responsibilities include interviewing, training, performance management, quality assurance coaching and employee engagement.
This is a full-time role and we offer our team the flexibility of a hybrid work schedule. We value in-person collaboration and time spent face-to-face. You will benefit from a schedule which incorporates a combination of work from the office and work from home days.
Position DescriptionLOCATION: Barcelona, Spain
Key job responsibilitiesManages performance and behavior of up to 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.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 Account Health Support related departments.Recognizing and rewarding the contribution of team members in a timely manner so that they are motivated and encouraged towards delivering excellence.About the teamAccount Health Support (AHS) is a proactive calling program that provides low risk, tenured and strategic professional Selling Partners with personalized support through Pre-Enforcement.
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