Job summary Job Description Amazon.com 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...

Job summary
Job Description
Amazon.com 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.com 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 5-15 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 that protect the buyer experience and Amazon from bad debt. Other responsibilities include interviewing, training, performance management, managing the global quality audit process, 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.

Summary of Responsibilities:
· Manages performance and behavior of 5-15 Account Health Support Specialists supporting 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 Transaction Risk Management Systems, Seller Experience, Seller Support, and Bad Debt.



Key job responsibilities
Summary of Responsibilities:

· Manages performance and behavior of 5-15 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 Transaction Risk Management Systems, Seller Experience, Seller Support, and Bad Debt.


BASIC QUALIFICATIONS

- 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.
· Fosters a positive team environment and collaboration within the site.
· Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates 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.


PREFERRED QUALIFICATIONS

German, Swedish, Polish or Dutch languages are considered a plus. Solution focused, with passion for people leadership and a drive to nurture a culture of innovation reinforcing the value of the Amazon leadership principles. Excels at providing coaching and mentoring to others with a goal of achieving success. Advocate for Specialist engagement, fostering teamwork and collaboration towards achieving team goals. 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.



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.

¡No te pierdas nada!

Únete a la comunidad de wijobs y recibe por email las mejores ofertas de empleo


Nunca compartiremos tu email con nadie y no te vamos a enviar spam

Suscríbete Ahora

Últimas ofertas de empleo de Comercial y Ventas en Barcelona

Mar Recruitment & Consulting

Barcelona, ES

Desde la consultora de selección Mar Recruitment nos encontramos en búsqueda de un/a Comercial para importante Empresa...

Tripadvisor

Barcelona, ES

This is a temporary position of 6 months. Welcome to TheFork! We're on a mission to bring people together, feed the human...

Gaddex

Barcelona, ES

Acerca de la posición: ¿Quieres unirte al mejor equipo Sales para impulsar tu carrera y aprender de forma acelerada de la...

ILERWORK

Barcelona, ES

Sobre nuestro cliente : Nuestro cliente es una empresa líder a nivel mundial en el sector de transmisión de potencia.

Caja Rural de Aragón

Barcelona, ES

Des de Caixa Rural , busquem una persona per a l'oficina de Barcelona amb experiència en Banca Comercial per a la Xarxa...

Claire Joster

Barcelona, ES

Desde Claire Joster Executive, seleccionamos para nuestro cliente, importante empresa multinacional, del sector de la...

FLINT FLOOR

Sant Fost de Campsentelles, ES

Buscamos director comercial con experiencia B2B en empresa industrial y enfocado a construcción y industria de...

Hubtype

About Hubtype Hubtype is building tools that help companies communicate with their customers on messaging apps like...

Attitude

Desde Attitude estamos seleccionando un/a Export Area Manager para empresa productora y distribuidora al por mayor de...

MBR Partners

Barcelona, ES

The Company Our client is a mid-sized digital BSS vendor that sells to Telco Service Providers globally, who also is...