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Operations Manager - Mandarin Speaking

Job ID: 1777950 | AOSP - Manila

DESCRIPTION

Job summary
Language Requirement: Business proficiency in spoken and ability to read Mandarin in order to communicate with our Chinese speaking overseas counterparts/sellers

Working Hours: Office hours (alternative start-end times subjected to business needs and changes)
Shift Requirement: Required to work on one or both weekends and Public Holidays.

The Operations 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.




Key job responsibilities
Summary of Responsibilities:
• Managing the daily operations including effective resource planning and implementing call center strategies and operations
• Act as subject matter expert and POC to assist stakeholders (sellers & product management team) in designing and executing process and policy strategies.
• Manages and monitor attendance, behavior and performance of a team of AHS Specialists and implementing necessary action plans to resolve performance barriers
• Partners with AHS Program Management on staffing needs and capacity changes to make timely adjustments to meet service level goals
• Manages multiple high-visibility and complex cross-functional projects, resolving conflicts and assessing the impact of strategic initiatives.
• Leads 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 based on the business needs


About the team
Customer Trust & Partner Support (CTPS) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners and Amazon from fraud, counterfeit, and abuse as well as empowering, providing world‐class support, and building loyalty with Amazon’s millions of selling partners. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon's mission of being Earth's most customer-centric company.

Account Health Support (AHS) is a proactive calling program that provides low risk, tenured and strategic professional Selling Partners with personalized support through Pre-Enforcement, Seller Education and Post-Enforcement processes. The team works towards creating a clear path for enforcement avoidance, account reinstatement and education for Selling Partners. Since launching WW in June of 2018, AHS Specialists help Selling Partners identify and resolve the root cause of account issues and develop a Plan of Action (POA) thereby increasing a Selling Partners chance of avoiding enforcement, being reinstated and potentially avoiding similar instances in the future.

BASIC QUALIFICATIONS

Basic qualifications

• Minimum Bachelor's degree with at least 2-5 years of relevant working experience in call center/telemarketing environment, customer service, investigations, project management, etc.
• Experience in leading a team in a call center environment would be an added advantage.
• Ability to maintain composure in critical situations, demonstrate appropriate sense of urgency and adaptability in response to changing business needs
• Strong interpersonal and communication skills to liaise with both internal and external stakeholders
• A team player who fosters a positive team environment and collaboration within the site and globally.
• Ability to work well under pressure in a fast-paced environment

PREFERRED QUALIFICATIONS

PREFERRED QUALIFICATIONS:

• 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.
• Strong prioritization and time management skills, with a high degree of flexibility.
• 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.