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Account Health Support Operations Manager
hace 2 meses
Job Summary:
The Account Health Support Operations Manager will serve as the primary interface between Amazon and our business partners, providing world-class support to Sellers selling on the Amazon platform. This role requires a high level of ownership, accountability, and seller advocacy to enable a remarkable Seller experience.
Key Responsibilities:
- Performance Management: Manage the performance and behavior of up to 15 Account Health Support Specialists through effective 1:1 meetings, coaching, and mentorship.
- Direct Line Management: Direct line management for the Account Health Support Specialist role.
- Goal Setting and Achievement: Implement performance goals, monitor and evaluate against pre-set goals, and implement action plans to resolve performance barriers as needed.
- Performance Metrics Analysis: Review and analyze performance metrics to identify areas of opportunity that will drive performance improvement.
- Communication and Training: Ensure that Specialists have a clear understanding of the performance and behavior criteria and how it impacts program performance and the overall Seller experience.
- Staffing and Scheduling: Partner with AHS Program Management to execute daily staffing plans, identify and report significant volume and capacity changes, and make just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals.
- Employee Engagement and Development: Manage schedules, monitor adherence, time-off planning, and attendance. Participate in daily Kaizen events to identify and implement process improvement change initiatives.
- Seller Interaction Quality: Conduct Seller interaction quality audits and provide coaching to improve performance.
- Professionalism and Communication: Maintain a positive and professional demeanor, always portraying the company in a positive light and effectively managing sensitive issues.
- Time Management and Resource Utilization: Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures.
- Interdepartmental Collaboration: Liaise with other departments such as Account Health Support related departments.
- Employee Recognition and Rewards: Recognize and reward the contribution of team members in a timely manner to motivate and encourage them towards delivering excellence.
Requirements:
- 3 years of previous manager experience in a customer service environment.
- Excellent coaching and mentoring skills with a goal of achieving success.
- Demonstrated ability to lead by example, motivate others to excellence, and insist on the highest standards around performance, behaviors, and Seller interactions.
- High proficiency in business English (C2 level).
- Fluency in either French, Turkish, German, or Italian.
- Advanced knowledge of Microsoft Excel.
