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Operations Manager, Account Health Support

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Amazon

5d ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Business, Operations & Strategy
  • Hyderabad, +1

AI generated summary

  • You need 13+ years in operations, 6+ in team management, customer service experience, strong data analysis, project management skills, and Lean/Six Sigma knowledge.
  • You will lead a team, manage performance, drive career development, handle escalations, advise on risk strategies, and prepare business reviews on operational risks and control performance.

Requirements

  • 13+ years of operational and/or retail management experience
  • 6+ years of team management experience
  • Experience interpreting data to make business recommendations
  • Bachelor’s Degree.
  • Minimum of 2 years of people management experience in a customer service environment, preferably within a contact center.
  • Advanced knowledge of Microsoft Office Suite.
  • 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!
  • 5+ years successful experience in Operations Management in a contact center environment.
  • Demonstrated ability in developing and implementing new strategies and procedures.
  • Lean and Six Sigma Competencies.

Responsibilities

  • Lead and manage a team of AHS Program Managers and AHS Risk Managers; responsible for the overall direction and performance of the teams.
  • Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.
  • Manage the career growth and development of the AHS team by driving focus on Amazon’s Leadership Principles.
  • Set a high-quality bar and continuously reinforce a culture of quality and innovation.
  • Set a high hiring and performance bar and drive performance management strategy, create mechanisms to measure and benchmark talent at various levels in the function.
  • Manage workflow, handle escalations, and proactively engage resources to address issues and effectively delegate workload across the leadership team.
  • Advise on risk mitigation strategies and control mechanisms to prevent fraud, abuse, and other operational risks that negatively impact Amazon, our partners, and our customers.
  • Support risk reporting, as well as oversight and escalation mechanisms, to ensure key risks are addressed through mitigation or risk acceptance at appropriate levels.
  • Prepare and deliver business reviews to the management team regarding emerging risks, status of risk assessments, and control performance.

FAQs

What is the main responsibility of the Operations Manager in Account Health Support?

The main responsibility is to lead and manage a team of AHS Program Managers and AHS Risk Managers, ensuring high performance, quality service, and effective support for third-party sellers on the Amazon platform.

What qualifications are required for this position?

Candidates must have 13+ years of operational and/or retail management experience, 6+ years of team management experience, a Bachelor's Degree, advanced knowledge of Microsoft Office Suite, and a minimum of 2 years of people management experience in a customer service environment.

What kind of experience is preferred for applicants?

Preferred qualifications include 5+ years of successful experience in Operations Management in a contact center environment, demonstrated ability in developing and implementing strategies and procedures, and Lean and Six Sigma competencies.

Is team management experience necessary for this role?

Yes, a minimum of 6 years of team management experience is required.

What personal qualities are important for this position?

Candidates should demonstrate customer obsession, a passion for employee development, strong interpersonal skills, a solution-focused mindset, and the ability to drive a culture of innovation while being tenacious and enthusiastic.

What kind of environment would I be working in as an Operations Manager?

You would be working in a fast-paced, high-energy environment, where multitasking and creative problem-solving skills are essential for success.

How does this role contribute to Amazon's goals?

This role is instrumental in maintaining high service standards for Selling Partners, ensuring the long-term success of the program, and upholding a high standard of trust between Selling Partners and Amazon.

Is advanced data analysis a component of the job?

Yes, the position requires the ability to interpret data and make business recommendations based on that analysis.

What kind of training and development opportunities are provided?

The role emphasizes career growth and development of the AHS team, with a focus on Amazon's Leadership Principles and performance management strategies.

What skills are essential for effective communication in this role?

Good verbal and written communication skills, along with presentation abilities to drive team performance, are essential for the Operations Manager position.

Amazon

Retail & Consumer Goods
Industry
10,001+
Employees
1994
Founded Year

Mission & Purpose

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1."​ What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.