Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online.

Selling Partners (SPs) are a critical part of Amazon’s ecosystem to deliver on our vision of offering the Earth’s largest selection and lowest prices. Over 2 million Sellers sell on Amazon and we obsess over providing world class support to them. We are seeking an experienced, high-judgment, data-driven, and results-oriented manager of program management. Someone who can inspire leaders and stakeholders worldwide while owning the Barcelona-based dedicated help desk and escalation support for our internal stakeholders to drive positive outcomes for our SPs. The ideal candidate will strike a balance between entrepreneurial spirit and practical implementation, be capable of breaking down complex, ambiguous problems, and embody excellent communication with a keen sense, urgency, and time management. This role requires attention to detail, comfort in ambiguous situations, the ability to influence product and program roadmaps, and a strong capability to communicate effectively and understand the different needs of global customers in a cross functional, fast-paced environment.

As an AHS Help Desk Manager, you are strategically placed to identify, track the effectiveness of, and drive improvements to our support. In this high-profile role, you ensure the successful integration and execution of Help Desk and Escalation Management programs' initiatives.

Given the global footprint of the Help Desk & Escalation Management teams, you must adeptly navigate partnerships and coordination across this global team, while you strive to meet performance delivery requirements, foster collaboration, and maintain global alignment. This role also manages a team of Investigation Specialists and Risk Management direct reports, which requires strong interpersonal skills, effective communication, and the ability to inspire and motivate individuals.

This role is a unique blend of customer advocacy and detailed insight analysis, with the opportunity to drive significant global impact. It’s a role that will appeal to those who are passionate advocates for providing world-class support to SPs in Amazon’s stores. We strive to use existing trends to predict Seller needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our SPs help themselves to better serve our customers.

Key job responsibilities
- Direct line management for the Help Desk Escalation Manager 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.
- Manages schedules, monitors adherence, time-off planning, and attendance.
- Collaborate with stakeholders at all levels of the organization to ensure buy-in and support for Help Desk initiatives and drive alignment with business objectives.
- Manage through KPIs and metrics to measure the effectiveness of operational commitments, process improvement initiatives, and track goal progress.
- Provide regular updates and reports to senior leadership on the status of escalations.
- Mentor and coach leaders on Help Desk methodologies, tools, and techniques to build internal capabilities and foster a culture of continuous learning and improvement.
- Drive a seller-centric approach to process improvement, ensuring that improvements are aligned with SP needs and expectations.
- Lead needs analysis activities to drive insights that ensure that the experiences we create will best support our SP's success and engagement.
- Anticipate bottlenecks and make tradeoffs, balancing SP and specialist needs versus technical, program, or operational constraints.