Amazon Manager US Product Support Benefits Experience & Technology BXT 

United States, Virginia 

920066396

Key job responsibilities
Team Leadership:
• Lead, mentor, develop, and support a high-performing U.S. benefits product support team across multiple time zones..
• Establish and monitor roadmaps, goals, KPIs, and performance metrics related to tracking, root cause analysis, and remediation of issues on the A to Z Benefit Experience product.
• Foster an inclusive and collaborative team culture that encourages customer obsession, high bias for action, invent and simplify, and ownership towards all technical -rrelated escalations from employee and partner teams such as payroll, benefit managers, HR, and benefit providers.
• Provide visibility to leadership on goal trends, achievements, opportunities, and roadmap in weekly, monthly, quarterly, and annual business reviews.
Operational Management:
• Oversee the daily operations and metrics of the product support team to ensure timely and efficient resolution of employee issues.
• Monitor support performance, identify trends in new and known issues, and continuously implement strategies to improve resolution times.
• Conduct regular team meetings to communicate updates, remove any obstacles hindering the team's success, address any support requirements, and training needs to improve efficiencies.
Stakeholder Engagement, Training and SOPs:
• Collaborate with product managers, SDMs, and other stakeholders to align on RACI, ways of working, and prioritize and track new and known benefit product-related tech issues.
• Act as the single-threaded leader for reviewing executive escalation end-to-end management, ensuring clear communication, precise resolution, and timely updates to leadership.
• Develop and implement strategies for continuous improvement within product support processes and workflows.
• Analyze support data, stakeholder feedback, leadership feedback, and customer/employee feedback to identify opportunities for enhancement in service offerings and support operations.
• Stay informed of industry trends, best practices, and technology advancements to continually enhance support capabilities.
• Design and implement training programs for team members on product knowledge, customer service, and technical skills.
• Ensure documentation of processes, SOPs, and knowledge base articles is up-to-date and accessible for the team.

- 2+ years of HR experience
- Knowledge of Microsoft Office products and applications (especially Excel) at an advanced level
- 2+ years of experience in a product support, customer operations or technical support role, with at least 1 year as a people manager ( for 5-10 team size).
- Strong understanding of product support processes and methodologies such as (i) issue tracking and triaging; (ii) root cause analysis; (iii) feedback and analysis (customers, stakeholders, leadership); (iv) developing roadmaps, SLAs, and KPIs; and (v) tracking and reporting KPIs.
- Should have Experience with ticketing systems, case management tools, and project management tools such as JIRA and ASANA.