Description Working Hours: Office hours (alternative start-end times subjected to business needs and changes). The Ops Manager within the Account Health Support (AHS) Team acts as the primary interface between Amazon and our business partners. We obsess over providing world class support to sellers and resolving their concerns. As a front-line manager, you will be responsible to provide coaching, guidance and mentorship to a team of Specialists and driving the team and individual performance goals. Summary of Responsibilities: - Manage daily operations including effective resource planning and implementation of contact center strategies - Manage and monitor schedule adherence, compliance, behavior and performance of a team of AHS Specialists and implement necessary action plans to resolve performance barriers - Act as a subject-matter expert and point of contact to assist stakeholders (sellers and product management team) in designing and executing process and policy strategies - Partner with AHS Program Management on staffing needs and capacity changes to make timely adjustments to meet service level goals- Manage multiple high-visibility and complex cross-functional projects, resolving conflicts and assessing the impact of strategic initiatives - Lead from medium to large, complex, cross-functional strategic projects and opportunities - Evaluate quality controls, monitoring program KPIs - Drive improvements and identify key investment areas for the workforce and prioritize deliverables based on the business needs Key job responsibilities 1. Lead a team of 15 or more AHS Specialists 2. Manage key initiatives for the APAC site a) Represent APAC sites for collaborations and coordination with the main AHS HVE Captain b) Ensure APAC sites readiness for HVE 3. Drive APAC Operations through collaborations with support functions A day in the life Using data to drive decisions while maintaining human connections, being firm o standards while showing empathy in enforcement, creating accountability through clear action plans and follow-up, building collaborative relationships across departments, maintaining consistent communication, leading by example in both performance and attitude. About the team Managers on the Account Health Support team are responsible for maintaining high standards, ensuring expansion and long-term success of the program. They’re responsible for ensuring timely and efficient services to our Selling Partners by optimizing team productivity, upholding perfect Selling Partner interactions whilst adhering to the AHS program, compliance and processes. In addition to this, responsibilities for the role include leading worldwide initiatives, effectively collaborating with stakeholders and delivering a high level of input and engagement across all verticals within AHS. AHS Managers play an instrumental part in the long-term success of the program and the larger goal of upholding a high standard of trust between Selling Partners and Amazon. Basic Qualifications - Language Requirement: Business proficiency in spoken and ability to read Mandarin in order to communicate with our Chinese speaking overseas counterparts/sellers - Experience using data to influence business decisions and make recommendations - 3+ years of operational and/or retail management experience - Good presentation skills and ability to drive team performance. - Good verbal and written communication skills. - Demonstrated ability in managing reporting and analysis. - Program and Project Management. - A sound sense of business judgement and decision making. - Good interpersonal skills. - Fun to work with! Preferred Qualifications - Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level - Experience in operational excellence using six sigma methodologies 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.