Amazon Operations Manager Account Health Support 

India, Telangana, Hyderabad 

29704720

LANGUAGE REQUIREMENTS: English - ItalianThe successful candidate will have a commitment to achieving excellence in the Specialists and Seller experience, and therefore a good 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 good 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.A day in the lifeThis position requires a candidate who has the ability to stay focused and keep up with our continuous and fast-paced growth – all while motivating others to meet the daily challenges of an deadline-driven environment. The ideal candidate will have a commitment to employee development (including an emphasis on selection and retention), as well as an good level of dedication, motivation and intelligence. Good communication skills as well as a technical and analytical aptitude are required.

4+ years of operational and/or retail management experience
2+ years of team management experience
Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level

German, Italian, Spanish or French languages are considered a plus.
Experience with operations, risk, fraud investigations etc.
Experience with six sigma tools and Lean techniques