Operations Manager – Account Support (Mandarin)
DESCRIPTION
Language Requirement: Business proficiency in spoken and ability to read Mandarin in order to communicate with our 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.
The AHS Ops Manager will act as the primary voice of the seller and will be communicating requirements, feedback, etc. to the product management teams and will also serve as a subject matter expert to assist stakeholders in designing and executing process and policy strategies.
The successful candidate will have a commitment to achieving excellence in the Specialists and Seller Experience. A strong record of customer focus, passion for employee development and keen interest in process improvement are key requirements for this role.
Key job responsibilities
• Manage daily operations including effective resource planning and implementation of contact center strategies
• Manage and monitor schedule adherence, compliance, behavior and performance of a team of AHS Specialists and implement necessary action plans to resolve performance barriers
• Act as a subject matter expert and point of contact to assist stakeholders (sellers and product management team) in designing and executing process and policy strategies
• Partner with AHS Program Management on staffing needs and capacity changes to make timely adjustments to meet service level goals
• Manage multiple high-visibility and complex cross-functional projects, resolving conflicts and assessing the impact of strategic initiatives.
• Lead 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 deliverables based on the business needs
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
• 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.
To apply for this job please visit www.amazon.jobs.