Amazon AHS Ops Manager Account Health Support 

India, Telangana, Hyderabad 

545844262

Position Description: AHS Ops Manager
LOCATION: Hyderabad, India
LANGUAGE REQUIREMENTS: English - HindiThe 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 life
This 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 extremely deadline-driven environment. The ideal candidate will have a commitment to employee development (including an emphasis on selection and retention), as well as an exceptional level of dedication, motivation and intelligence. Good communication skills as well as a good technical and analytical aptitude are required.

- 2+ years of operational and/or retail management experience

- 1+ years of team management experience
- Experience with operations, risk, fraud investigations etc.