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Sr Program Manager, Operations, Account Health Support
4 months ago
Customer Trust & Partner Support (CTPS) 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.
The Account Health Assurance (AHA) Manager within the Account Health Support (AHS) team acts as the primary interface between Amazon and our third-party business partners (Sellers). 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, and provide solutions to assist our third-party business partners better serve their customers.
AHA Managers on the Account Health Support team are responsible for maintaining high standards, ensuring expansion and long-term success of the program. They’re responsible for ensuring timely and efficient services to our Selling Partners by optimizing team productivity, upholding perfect Selling Partner interactions whilst adhering to the AHS program, compliance and processes. In addition to this, responsibilities for the role include leading worldwide initiatives, effectively collaborating with stakeholders and delivering a high level of input and engagement across all verticals within AHS. AHA Managers play an instrumental part in the long-term success of the program and the larger goal of upholding a high standard of trust between Selling Partners and Amazon.
The ideal candidate for this position has a strong record of customer obsession, a passion for employee development and a keen interest in process improvement. This candidate would be solution focused, passionate about people management, driven to nurture a culture of innovation and reinforce the value of the Amazon leadership principles. Other key requirements include multi-tasking ability, inclusivity, excellent interpersonal skills, coaching in a toward culture and being tenacious, enthusiastic, and an effective team player.
This position requires a candidate who has a strong technical and analytical aptitude, business acumen, exceptional organizational, people and process management, an inquisitive nature and the ability to stay focused and keep up with our continuous and fast-paced growth while motivating others to meet the daily challenges of an extremely timeline-driven environment. They are comfortable in a fast-paced, high-energy environment and will display creative and analytical problem-solving skills with an unrelenting passion for providing an excellent experience to our Selling Partners. In addition to this, they are passionate about employee selection, development, and retention.
Key job responsibilities
•Lead and manage a team of AHA Operations Managers and AHA Risk Specialists; responsible for the overall direction and performance of the teams.
•Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets.
•Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training, and motivating employees; planning, assigning, and directing work; rewarding and disciplining employees; and effective conflict resolution.
•Manage the career growth and development of the AHA team by driving focus on Amazon’s Leadership Principles.
•Own and drive operational and business goals/metrics for the team.
•Set a high quality bar and continuously reinforce a culture of quality and innovation.
•Set a high hiring and performance bar and drive performance management strategy, create mechanisms to measure and benchmark talent at various levels in the function, identify top talent and create leadership pipeline for self and all levels in the team.
•Manage workflow, handle escalations, and proactively engage resources to address issues and effectively delegate workload across the leadership team.
•Advise on risk mitigation strategies and control mechanisms to prevent fraud, abuse, and other operational risks that negatively impact Amazon, our partners, and our customers.
•Support risk reporting, as well as oversight and escalation mechanisms, to ensure key risks are addressed through mitigation or risk acceptance at appropriate levels.
•Prepare and deliver business reviews to the management team regarding emerging risks, status of risk assessments, and control performance.
We are open to hiring candidates to work out of one of the following locations:
Singapore, SGP
BASIC QUALIFICATIONS
- Minimum a Bachelor Degree in a relevant field- Preferably 5+ years of relevant people management experience within the Customer Service/Client Support/Investigation landscape
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of team management experience
- 5+ years of cross functional project delivery experience
- 5+ years of program or project management experience
- Experience defining program requirements and using data and metrics to determine improvements
PREFERRED QUALIFICATIONS
- Experience managing, analyzing and communicating results to senior leadership