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Operation Manager

2 weeks ago

Singapore Amazon Asia-Pacific Holdings Full time

Has a good command of English and Mandarin to converse, liaise and communicate with our internal stakeholders and overseas counterparts over conversations and in writing
- Highly motivated with effective real-time floor management skills, communication and effective problem-solving skills
- Is a team player who fosters a positive team environment and collaboration within the site and globally
- Has ability to work well under pressure in a fast-paced environment

The Operations 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
- 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
- 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.
- Strong prioritization and time management skills, with a high degree of flexibility.
- Ability to lead by example, motivate others to excellence and insist on the highest standards 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.

Amazon is an Equal Opportunity-Affirmative Action Employer - Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation