Detalle de la Oferta

Descripción de la Oferta

DESCRIPTION

Are you passionate about improving the quality of seller experience? Do you thrive in a fast-paced environment in which you have the opportunity to influence change? Would you like to enable change that drives business growth while protecting Amazon's Selling Partner experience?
The SAS Issue Assistance (IA) organization within the Strategic Account Services in Amazon provides world-class support to our Selling Partners, and is looking for a People Manager for our SJO team.

Key job responsibilities
Manages performance and behavior of Sr Associates and Specialists through effective 1:1 meetings, coaching, and mentorship.
- Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
- Regularly reviews and analyses key metrics across the site to identify root causes and formulate solutions.
- Supports Workforce Management: Create plans to address significant changes and issues like volume changes, type of contact, unusual spike of seller contacts, etc. and accountable to drive implementation of proposed solutions through their team to deliver results.
- Oversee effective implementation of short term staffing plan and scheduling adherence.
- Responsible for site management in lean staffing periods (e.g. weekend coverage) and resource to overtime requirements.
- Coach and develop associates, and specialists on career paths for internal promotions and job enrichment opportunities.
- Ensure their team have a clear understanding of the performance bar and criteria used to differentiate performance
- Conduct Seller interaction audits to keep in touch with Selling Partners and Associate Experience.
- Actively participates and represents team members in the annual performance review cycle.
- Nurture a culture within the team that consistently demonstrates alignment with leadership principles; visibly ties department decisions to leadership principles and tenets.

Experience developing and implementing new strategies and procedures
- Experience using data and metrics to drive improvements
- 2+ year leadership experience in Amazon
- Demonstrated advanced working knowledge of MS Office
- Schedule flexibility
- Proven exceptional operational, managerial, analytical and interpersonal skills
- Proven experience communicating and influencing across job levels with both internal and external
- Demonstrated exceptional operational, managerial, analytical and interpersonal skills.

About the team
Issue Assistance is a SAS team that humanizes and improves seller experience while resolving their issues. IA exists to centralize and measure SAS seller escalations while providing them end to end support even for the most complex and critical issues. We produce data and anecdotes that inform the business of high impact issues, and we act quickly to correct them in partnership with business leaders. Our effective resolutions enable sellers and leaders to focus on strategies to grow their business. Our north star vision is to be the trusted partner for SAS sellers and to establish benchmark standards in seller support while using each escalation as an opportunity to improve systems and processes for all Amazon sellers.

BASIC QUALIFICATIONS

- 2+ years of managing individual contributors in a customer service environment experience
- Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)
- Experience using data and metrics to drive improvements
- Experience developing and implementing new strategies and procedures

PREFERRED QUALIFICATIONS

- Knowledge of SQL and VBA
- Experience implementing change management successfully transitioning programs into large-scale operations
- Experience in Workforce management and capacity planning.

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

Educación Superior