Account Health Support - Ops Mgr II, Escalations, Selling Partner Trust Ops Supp

strives to be Earths 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 - 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 Sellers 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.


4 years experience in operations management
4 years of people management experience
2 years experience leading high volume call centers and successfully navigating escalations and investigations
Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
Strong presentation skills and the ability to motivate and inspire a group of people
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
Fosters a positive team environment and collaboration within the site
Easily approachable cooperative and a team player easily gains the trust and support of team members 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
Experience insisting on the highest standards and holding team members accountable to expectations


2 years applying Lean and Six Sigma in guiding process improvement initiatives
BA/BS degree
Solution focused with passion for people leadership and a drive to nurture a culture of innovation reinforcing the value of the Amazon Leadership Principles
Demonstrated ability in developing and implementing new strategies and procedures
Excels at providing coaching and mentoring to others with a goal of achieving success
Demonstrated ability to lead by example motivate others to excellence and insist on the highest standards around performance behaviors and Seller interactions
Demonstrated analytical and quantitative skills to use hard data and metrics to back up assumptions and develop business cases
Proven ability to take ownership self-motivate and deliver results in highly ambiguous environments

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