Account Health Support - Ops Manager en Barcelona
Barcelona, ES
hace 4 días
source : StudentJob

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 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 /

  • 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 /

    German or Dutch skills 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 /

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