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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.

Position Description: Account Health Support Ops Manager

LOCATION: Barcelona, Spain

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.

Key job responsibilities

• Manages 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.

Basic Qualifications

• 2 years of previous experience in people management.

• 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.

• proficiency

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

• Easily approachable, cooperative, and a team player, easily gains the trust and support of directs 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.

• Recognizing and rewarding the contribution of team members in a timely manner so that they are motivated and encouraged towards delivering excellence.

• Experience working in an international team.

Preferred Qualifications

• 3 years of previous manager experience in a customer service environment.

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

• 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.

• High proficiency in business English (C2 level).

• Fluency in either French, Turkish, German or Italian.

• Advanced knowledge of Microsoft Excel

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.