Amazon

Operation Manager

3+ months agoSingapore

DESCRIPTION

Working Hours: Office hours (alternative start-end times subjected to business needs and changes) | Required to work on weekends and Public Holidays on some months on a rotational basis
Note: Candidate must be authorized to work in Singapore without sponsorship.

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 and 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

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 Mandarin 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 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.

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, we request to visit https://www.amazon.jobs/en/disability/us.

Amazon is an Equal Opportunity-Affirmative Action Employer Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

Job ID: Amazon-1475537