AHS Ops Manager, Account Health Support

4 weeks ago

Hyderabad, India Amazon Dev Center India - Hyderabad Full time
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 is accountable for creating a high-performance culture that motivates AHS Specialists to demonstrate levels of ownership, accountability and seller advocacy that enable the vision of a remarkable Seller experience. As a front-line manager of 15-20 Specialists, the AHS Ops Manager will provide coaching, guidance, and mentorship to drive 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 a 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.
Position Description: Account Health Support Ops Manager

LOCATION: Hyderabad, India

LANGUAGE REQUIREMENTS: English - French

The successful candidate will have a commitment to achieving excellence in the Specialists and Seller experience, and therefore a good 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 15-20 Account Health Support Specialists through effective 1:1 meetings, coaching, and mentorship.
· Direct line management for the Account Health Support Specialist 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 Specialists have a clear understanding of the performance and behavior criteria and how it impacts program performance and the overall Seller experience.
· Partners with AHS Program Management to 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.
· 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 good time-management skills and the ability to work independently while using departmental resources, policies and procedures.
· Liaise with other departments such as Transaction Risk Management Systems, Seller Experience, Seller Support, and Bad Debt.

A day in the life
Good business acumen, exceptional organizational, people and process management and an inquisitive nature. The ideal candidate actively seeks to understand Amazon core business values and initiatives, and translate those into everyday practices. They will be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving skills with an unrelenting passion for service to our Sellers.
This position requires a candidate who has the ability to stay focused and keep up with our continuous and fast-paced growth – all while motivating others to meet the daily challenges of an deadline-driven environment. The ideal candidate will have a commitment to employee development (including an emphasis on selection and retention), as well as an good level of dedication, motivation and intelligence. Good communication skills as well as a technical and analytical aptitude are required.

About the team

We are open to hiring candidates to work out of one of the following locations:

Hyderabad, TS, IND

BASIC QUALIFICATIONS

4+ years of operational and/or retail management experience
2+ years of team management experience
Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level

PREFERRED QUALIFICATIONS

German, Italian or French languages are considered a plus.
Experience with operations, risk, fraud investigations etc.
Experience with six sigma tools and Lean techniques

  • Operations Manager, Account Health Support

    4 weeks ago

    Hyderabad, India Amazon Dev Center India - Hyderabad Full time

    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...

  • AHS Specialist

    4 weeks ago

    Hyderabad, India Amazon Dev Center India - Hyderabad Full time

    Overview: 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 Account Health Specialist within...

  • AHS Specialist

    3 weeks ago

    hyderabad, India Amazon Dev Center India - Hyderabad Full time

    Overview: 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 Account Health Specialist within...

  • Capacity Planning PM, WFM

    4 weeks ago

    Hyderabad, India Amazon Development Centre (India) Private Limited Full time

    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 Account Health Support (AHS) Specialist...

  • Account Health Support Specialist

    1 week ago

    Hyderabad, India Amazon Dev Center India - Hyderabad Full time

    Overview: 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 - continues to grow and evolve as a world-class e-commerce platform. The Account Health Specialist within the Account Health...

  • Business Analyst, Account Health Support, WFM

    4 weeks ago

    hyderabad, India Amazon Dev Center India - Hyderabad Full time

    As we strive to be Earth's most customer-centric company, Amazon has reinvented how hundreds of millions of people shop online – providing customers with the opportunity to find and discover virtually anything they want to buy and providing millions of sellers with a platform for growing successful businesses. We are looking for an exceptional business...

  • Business Analyst, Account Health Support, WFM

    4 weeks ago

    Hyderabad, India Amazon Dev Center India - Hyderabad Full time

    As we strive to be Earth's most customer-centric company, Amazon has reinvented how hundreds of millions of people shop online – providing customers with the opportunity to find and discover virtually anything they want to buy and providing millions of sellers with a platform for growing successful businesses. We are looking for an exceptional business...

  • Business Analyst, Account Health Support, WFM

    3 weeks ago

    Hyderabad, India Amazon Dev Center India - Hyderabad Full time

    As we strive to be Earth's most customer-centric company, Amazon has reinvented how hundreds of millions of people shop online – providing customers with the opportunity to find and discover virtually anything they want to buy and providing millions of sellers with a platform for growing successful businesses. We are looking for an exceptional business...

  • WFM Program Manager

    4 weeks ago

    Hyderabad, India Amazon Dev Center India - Hyderabad Full time

    We are looking for an Good Workforce Management (WFM) Program Manager I, who is passionate about their work, understands how to manage contacts across a network of contact centers, and who has the ability to contribute new innovations within the Amazon Account Health Support Workforce Management Team. The ideal candidate will possess experience in typical...

  • Communication Trainer, Account Health Support

    4 weeks ago

    Hyderabad, India Amazon Dev Center India - Hyderabad Full time

    The Communication trainer facilitates training of all specialists in Account health support team, drives initiatives and programs to improve voice/written performance at the local site, and examines data to identify the continuous learning needs of the site. Our initial training approach is to facilitate communication coaching basis market place level...

  • Communication Trainer, Account Health Support

    3 weeks ago

    hyderabad, India Amazon Dev Center India - Hyderabad Full time

    The Communication trainer facilitates training of all specialists in Account health support team, drives initiatives and programs to improve voice/written performance at the local site, and examines data to identify the continuous learning needs of the site. Our initial training approach is to facilitate communication coaching basis market place level...

  • KPO Manager(Ops)

    4 weeks ago

    hyderabad, India Virtusa Full time

    KPO Manager(Ops) - CREQ186605 Description JOB DESCRIPTION Skill: – KPO Ops Manager Role / Tier:-Manager / Asso. Mgr – T1 Required Qualifications: Key Responsibilities:Managing the complexity associated with changes and service management.Allowing for innovation while minimizing the unintended consequences of change.Changes...

  • KPO Manager(Ops)

    4 weeks ago

    Hyderabad, India Virtusa Full time

    KPO Manager(Ops) - CREQ186605 Description JOB DESCRIPTION Skill: – KPO Ops Manager Role / Tier:-Manager / Asso. Mgr – T1 Required Qualifications: Key Responsibilities: Managing the complexity associated with changes and service management. Allowing for innovation while minimizing the unintended consequences of change. Changes to...

  • Bot Ops

    19 hours ago

    hyderabad, India Quess IT Staffing Full time

    Company Name:-Quess IT Staffing Job Title :Bot Ops Overall Experience Required: 3-5 Years Relevant years of experience:- 2-3 years Skill:- 2-3 year of related experience in related field within DevOps and RPA 2 years of exp in Uipath administration Working knowledge of analytics, data management, statistics, accounting, and computer applications Good...

  • Manager - Accounting & Controllership

    4 weeks ago

    Hyderabad, India Carrier Full time

    About the role As India Controller, you’ll be responsible for day-to-day finance processes, including: Controllership (Order-to-cash, Procure-to-Pay, Record-to-Report, statutory reporting, monthly closing, pension accounting, etc.) Manufacturing Finance (Site Ops KPIs, Cost accounting, GL Close Process, Excess & Obsolete) Treasury (banking...

  • ML Ops

    2 weeks ago

    hyderabad, India Virtusa Full time

    ML Ops - CREQ187843 Description Must have 7+ years of total IT experience in Data engineering and 3+ years as MLOps engineer.Must have experience on AWS ecosystem, specifically DataBricks.Must have experience in designing, developing, and implementing robust MLOps pipelines using industry-leading tools like MLflow, Apache Airflow etc.Experience in Python,...

  • Workforce Pm I, Ahs Wfm

    1 day ago

    Hyderabad, Telangana, India Amazon Dev Center India - Hyderabad Full time

    2+ years of WFM program or project management experience. - Experience in Contact Center Real Time queue management. - Working knowledge Contact Center performance Metrics. Key job responsibilities - Develops schedules that effectively deliver staffing levels that consistently achieve service level commitments across all sites/languages/markets. - Manages...

  • Platform Technical Support Engineer

    4 weeks ago

    hyderabad, India Health Catalyst Full time

    Join one of the nation’s leading and most impactful health care performance improvement companies. Over the years, Health Catalyst has achieved and documented clinical, operational, and financial improvements for many of the nation’s leading healthcare organizations. We are also increasingly serving international markets. Our mission is to be...

  • Platform Technical Support Engineer

    4 weeks ago

    Hyderabad, India Health Catalyst Full time

    Join one of the nation’s leading and most impactful health care performance improvement companies. Over the years, Health Catalyst has achieved and documented clinical, operational, and financial improvements for many of the nation’s leading healthcare organizations. We are also increasingly serving international markets. Our mission is to be the...

  • Platform Technical Support Engineer

    3 weeks ago

    Hyderabad, India Health Catalyst Full time

    Join one of the nation’s leading and most impactful health care performance improvement companies.Over the years, Health Catalyst has achieved and documented clinical, operational, and financial improvements for many of the nation’s leading healthcare organizations. We are also increasingly serving international markets.Our mission is to be the catalyst...