Description

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, 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.

• Act as a subject matter expert and point of contact to assist stakeholders (sellers and product management team) in designing and executing process and policy strategies.

• 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.

About the team

Selling Partner Servicesの詳細はこちら (https://www.amazon.co.jp/-/en/gp/browse.html?rw_useCurrentProtocol=1&node=5121586051&ref_=amb_link_cuKZxO26STKU6L68hfUI0Q_16)

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Basic Qualifications

• Holds a minimum Bachelor Degree with at least 2-5 years of relevant working experience in the areas of customer service, investigation, and project management, with preference for candidates with contact center management experience.

• Has a good command of English and Japanese to converse, liaise, and communicate with our internal stakeholders and overseas counterparts over conversations and in writing.

• Has strong experience in people management and in leading a team, with capabilities in applying flexibility in work deployment and projects when business needs arise.

• 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.

Preferred Qualifications

• Solution-focused, with a 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.

• Additional Mandarin Chinese language proficiency is welcomed.