Description Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. We obsess over providing world class support to Sellers selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our partners better serve their customers. The AHS Ops Mgr II of Escalations (i.e. Ops Mgr) is accountable for creating a high-performance culture that motivates Escalations Specialists (ES) to demonstrate levels of ownership, accountability and seller advocacy that enable the vision of a remarkable Seller experience. As a front-line manager of 6-12 ESs, the Ops Mgr will provide coaching, guidance, and mentorship to drive the achievement of individual and team performance goals. This leader is responsible for ensuring the provision of timely and efficient service to our Sellers by optimizing team productivity which results in a perfect Seller interaction. Other responsibilities include interviewing, training, performance management, managing the global quality audit process, and employee engagement. The Ops Mgr is focused on worldwide process improvements, functional excellence, inter-site parity, and process scalability. They ensure consistency in timely and efficient support of AHS’ front-line specialists, while seeking to eliminate SLA misses. Additionally, they are accountable for leading working groups across the lifecycle of process improvement initiatives, from problem framing to root cause analyses, to pilots, through to change management and operationalization. They work in close conjunction with peers, team managers, and program managers based globally across Phoenix (USA), Hyderabad (IN), and Singapore (SG). They are a pivotal leader in the long-term success of the Help Desk program and the maintenance of trust between Sellers and Amazon. The successful candidate will have a commitment to achieving excellence in the Operations 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 6-12 ESs through effective 1:1 meetings, coaching, and mentorship. • Direct line management for the ES 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 ESs have a clear understanding of the performance and behavior criteria and how it impacts program performance and the overall Seller experience. • Manages the execution of 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. Basic Qualifications • 4+ years’ experience in operations management • 4+ years’ of people management experience • 2+ years’ experience leading high volume call centers and successfully navigating escalations and investigations • Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment • Strong presentation skills and the ability to motivate and inspire a group of people • 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 team members 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 • Experience insisting on the highest standards and holding team members accountable to expectations Preferred Qualifications • 2+ years’ applying Lean and Six Sigma in guiding process improvement initiatives • BA/BS degree • Solution focused, with passion for people leadership and a drive to nurture a culture of innovation reinforcing the value of the Amazon Leadership Principles • Demonstrated ability in developing and implementing new strategies and procedures • Excels at providing coaching and mentoring to others with a goal of achieving success • Demonstrated ability to lead by example, motivate others to excellence and insist on the highest standards around performance, behaviors, and Seller interactions • Demonstrated 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 an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( https://www.amazon.jobs/en/privacy\_page ) to know more about how we collect, use and transfer the personal data of our candidates. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.