AHS Operations Manager - Arabic & English, Account Health Support

Account Health Support Ops Manager I

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. The Ops Manager within the Account Health Support team acts as the primary interface between Amazon and our business partners. 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 Manager I is the front-line Manager of the Specialist and is responsible for providing effective coaching, guidance, and mentorship to drive and achieve individual and team performance goals. The AHS Ops Manager is responsible for providing timely and efficient service to our Sellers by optimizing the productivity of team that results in a perfect Seller Interaction, while adhering to AHS program processes. They will participate with site experiments/pilots and calibrate with worldwide business partners as appropriate.

As a front-line manager of 15-20 specialists, the AHS Ops Manager-I will provide coaching, guidance, and mentorship to drive the achievement of individual and team performance goals. The AHS Ops Manager is responsible for providing timely and efficient service to our Sellers by optimizing the productivity of team that results in perfect Seller interaction, while adhering to AHS program processes that protect the buyer experience and Amazon from bad debt. Other responsibilities include interviewing, training, performance management, managing the global quality audit process, and employee engagement.

The successful candidate will have a commitment to achieving excellence in the Specialists 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

• Manage performance of 15-20 AHS Specialists, responsible for the overall performance management, coordination and evaluation of the team.
• Actively participate in and drive the continuous improvement culture through identifying and eliminating barriers to accuracy, productivity, and quality.
• Carrying out supervisory responsibilities in accordance with Amazon's policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning and assigning work; rewarding and reviewing employee performance; and effective conflict resolution.
• Mentoring and acting as a resource to new managers and expedite their learning curve also devise action plan to develop and groom associates into future Managers.
• Leading Site Level initiatives, primary owner of functional responsibilities that impact overall site and may require interface with other sites in network.
• Partners with AHS Program Management execute 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.

A Day In The Life

Preferred Qualifications:

• Graduate Degree is preferred
• 24/7/365 availability, including willingness to work on weekends, and outside of the "standard" workday
• Solution focused, with passion for people leadership and a drive to nurture a culture of innovation reinforcing the value of the Amazon Leadership Principles.
• Excels at providing coaching and mentoring to others with a goal of achieving success.
• Ability to lead by example, motivate others to excellence and insist on the highest standards.
• 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.
• Open to working non-standard hours, including potential Tuesday-Saturday or Sunday-Thursday schedules or rotating weekend coverage.