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Amazon Operations Manager , Account Health Support in Pasay, Philippines

Description

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

The Ops 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.

Summary of Responsibilities:

  • Manage daily operations including effective resource planning and implementation of contact center strategies

  • Manage and monitor schedule adherence, compliance, behavior and performance of a team of AHS Specialists and implement necessary action plans to resolve performance barriers

  • Act as a subject-matter expert and point of contact to assist stakeholders (sellers and product management team) in designing and executing process and policy strategies

  • Partner with AHS Program Management on staffing needs and capacity changes to make timely adjustments to meet service level goals- Manage multiple high-visibility and complex cross-functional projects, resolving conflicts and assessing the impact of strategic initiatives

  • Lead 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 deliverables based on the business needs

Key job responsibilities

  1. Lead a team of 15 or more AHS Specialists

  2. Manage key initiatives for the APAC site

a) Represent APAC sites for collaborations and coordination with the main AHS HVE Captain

b) Ensure APAC sites readiness for HVE

  1. Drive APAC Operations through collaborations with support functions

Basic Qualifications

  • 3+ years of team management experience

  • Experience using data to influence business decisions

  • Experience across the domain of risk management & compliance operations

Preferred Qualifications

  • Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level

  • Experience in operational excellence using six sigma methodologies

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