Operations Manager, Contact Center

DESCRIPTION

Account Health Support (AHS) is a global calling program that provides Professional Selling Partners support with their Account Health. Our AHS Specialists educate Selling Partners on Amazon policies and help them identify and resolve account health issues, both at the listing and account level.

The Ops Manager within our AHS team will lead and mentor a team of 15-20 AHS Specialists, creating a high-performance culture that drives ownership, accountability, and seller advocacy. Through coaching and guidance, they will motivate specialists to deliver remarkable seller experiences while driving operational efficiencies. The role involves collaborating across regional and global teams to improve processes and seller experience while leading complex cross-functional projects.

Key job responsibilities
- Manages attendance, behavior and performance of 15-20 Specialist through effective 1:1 meetings, coaching, and mentorship
- Manage daily operations including effective resource planning and implementing call center strategies and operations
- Partner with Program Management on staffing needs and capacity planning; execute daily staffing plans and make real-time adjustments to meet service level goals
- Act as SME to assist stakeholders in designing and executing process and policy strategies
- Lead complex, cross-functional strategic projects and manage high-visibility initiatives while effectively resolving conflicts
- Evaluate quality controls and monitor program KPIs to ensure operational excellence
- Drive improvements and identify key investment areas for the workforce, prioritizing based on business needs
- Develop and deliver data-driven narratives to support business priorities

About the team
Our Organization is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world‐class support, and building loyalty with Amazon’s millions of selling partners. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company.

Account Health Support (AHS) is a proactive calling program that provides low risk, tenured and strategic professional Selling Partners with personalized support through Pre-Enforcement, Seller Education and Post-Enforcement processes. The team works towards creating a clear path for enforcement avoidance, account reinstatement and education for Selling Partners. Since launching WW in June of 2018, AHS Specialists help Selling Partners identify and resolve the root cause of account issues and develop a Plan of Action (POA) thereby increasing a Selling Partners chance of avoiding enforcement, being reinstated and potentially avoiding similar instances in the future.

BASIC QUALIFICATIONS
- 4+ years of operational and/or retail management experience
2+ years of team management experience

PREFERRED QUALIFICATIONS
- Experience and knowledge in AI, SQL
- Experience with six sigma tools and Lean techniques
- Solution focused, with passion for people leadership and a drive to nurture a culture of innovation
- 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