Job summary The AHS Helpdesk Ops Manager is accountable for creating a high performance culture that motivates Helpdesk Specialists to demonstrate levels of ownership, accountability and seller advocacy that enable the vision of a remarkable Seller experience. As a front line manager of 15-20 Helpdesk Specialists, the Helpdesk Ops Manager will provide coaching, guidance, and mentorship to drive achievement of individual and team performance goals. The Helpdesk Ops Manager is responsible for providing timely and efficient service to our Sellers by optimizing the productivity of team that results in a perfect Seller Interaction, while adhering to AHS program processes that protect the buyer experience and Amazon from bad debt. Other responsibilities include interviewing, training, performance management, managing the global quality audit process, and employee engagement. The successful candidate will have a commitment to achieving excellence in the Specialists and Seller experience, and therefore a strong record of customer focus, a passion for employee development and a keen interest in process improvement are key requirements for this role. Key job responsibilities Manages performance and behavior of 15-20 Account Health Support Specialists through effective 1:1 meetings, coaching, and mentorship. Direct line management for the Account Health Support Specialist role. Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed. Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement. Ensures that Specialists have a clear understanding of the performance and behavior criteria and how it impacts program performance and the overall Seller experience. Partners with AHS Program Management to execute daily staffing plans, identifies and reports significant volume and capacity changes, making just-in-time adjustments to ensure staffing requirements are met to achieve service levels goals. Manages schedules, monitors adherence, time-off planning, and attendance. Participates in daily Kaizen events to identify and implement process improvement change initiatives. Conducts Seller interaction quality audits and provide coaching to improve performance. Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues. Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures. Liaise with other departments such as Transaction Risk Management Systems, Seller Experience, Seller Support, and Bad Debt. BASIC QUALIFICATIONS 1+ year experience leading high volume call centers and successfully navigating escalation and investigations. Previous experience in people management Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment. Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders. Demonstrates ability to analyze data, using the data to drive decision making. Fosters a positive team environment and collaboration within the site. Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers. Demonstrates effective, clear and professional written and oral communication. Strong prioritization and time management skills, with a high degree of flexibility. Ability to embrace constant change with flexibility and good grace. Demonstrate appropriate sense of urgency and adaptability in response to changing business needs. Demonstrates effective communication, composure, and professional attitude PREFERRED QUALIFICATIONS Ability to be solution focused driven by leadership principles Experience coaching and mentoring to others with a goal of achieving success. Experience advocating for Specialist engagement, fostering teamwork and collaboration towards achieving team goals. Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit
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