AHS Manager, Program Management - Help Desk & Escalation Management, Selling Partner Trust Ops Supp

Amazon strives to be Earths most customer-centric company where people can find and discover virtually anything they want to buy online.

Selling Partners (SPs) are a critical part of Amazons ecosystem to deliver on our vision of offering the Earths largest selection and lowest prices. Over 2 million Sellers sell on Amazon and we obsess over providing world class support to them. We are seeking an experienced high-judgment data-driven and results-oriented manager of program management. Someone who can inspire leaders and stakeholders worldwide while owning the Barcelona-based dedicated help desk and escalation support for our internal stakeholders to drive positive outcomes for our SPs. The ideal candidate will strike a balance between entrepreneurial spirit and practical implementation be capable of breaking down complex ambiguous problems and embody excellent communication with a keen sense urgency and time management. This role requires attention to detail comfort in ambiguous situations the ability to influence product and program roadmaps and a strong capability to communicate effectively and understand the different needs of global customers in a cross functional fast-paced environment.

As an AHS Help Desk Manager you are strategically placed to identify track the effectiveness of and drive improvements to our support. In this high-profile role you ensure the successful integration and execution of Help Desk and Escalation Management programs initiatives.

Given the global footprint of the Help Desk & Escalation Management teams you must adeptly navigate partnerships and coordination across this global team while you strive to meet performance delivery requirements foster collaboration and maintain global alignment. This role also manages a team of Investigation Specialists and Risk Management direct reports which requires strong interpersonal skills effective communication and the ability to inspire and motivate individuals.

This role is a unique blend of customer advocacy and detailed insight analysis with the opportunity to drive significant global impact. Its a role that will appeal to those who are passionate advocates for providing world-class support to SPs in Amazons stores. We strive to use existing trends to predict Seller needs before they recognize they may have a problem create innovative self-help tools and provide solutions to help our SPs help themselves to better serve our customers.

Key job responsibilities
- Direct line management for the Help Desk Escalation Manager 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.
- Manages schedules monitors adherence time-off planning and attendance.
- Collaborate with stakeholders at all levels of the organization to ensure buy-in and support for Help Desk initiatives and drive alignment with business objectives.
- Manage through KPIs and metrics to measure the effectiveness of operational commitments process improvement initiatives and track goal progress.
- Provide regular updates and reports to senior leadership on the status of escalations.
- Mentor and coach leaders on Help Desk methodologies tools and techniques to build internal capabilities and foster a culture of continuous learning and improvement.
- Drive a seller-centric approach to process improvement ensuring that improvements are aligned with SP needs and expectations.
- Lead needs analysis activities to drive insights that ensure that the experiences we create will best support our SPs success and engagement.
- Anticipate bottlenecks and make tradeoffs balancing SP and specialist needs versus technical program or operational constraints.


4 years of working cross functionally with tech and non-tech teams experience
4 years of team management experience
2 years of cross functional project delivery experience
2 years of program or project management experience
Experience using data and metrics to drive improvements


Experience managing analyzing and communicating results to senior leadership
Experience with performance metrics and process improvement and Lean techniques
Experience implementing repeatable processes and driving automation or standardization
Demonstrated track record of driving measurable improvements in operational processes including cost reduction time/efficiency improvement quality improvement and customer satisfaction enhancement.


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