Description

　　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 Risk 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 doing business 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 Risk Operations Manager drives efficiencies and is accountable for creating a high-performance culture that motivates AHS Risk 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 10-15 AHS Risk Specialists, the AHS Risk Operations Manager provides coaching, guidance, and mentorship to drive achievement of individual and team performance goals and works across teams and Operations organization at country, regional and/or cross regional level to drive improvements and enablers to implement solutions specialist engagement, seller experience, AHS process workflow and performance metrics. The AHS Risk Operations Manager supports risk assessments, escalation, and mitigation strategies. They identify opportunities to improve our processes and controls to mitigate risk and improve financial and operational performance. The AHS Risk Operations Manager contributes to the development of risk mechanisms to help the business identify and evaluate internal/external risks, and help define the technology, processes, and control improvements required to mitigate them.

　　The AHS Risk Operations Manager leads medium to large complex, cross-functional strategic projects and opportunities. In addition to engaging with global partners, they drive improvements and identify key investment areas for the workforce and prioritize based on Account Health Support program needs. They are required to demonstrate a combination of practical and intellectual skills having the ability to shift and adapt to different tasks that vary between complex analyses, hands-on project, and operations management.

　　The AHS Risk Operations Manager is actively involved in evaluating quality controls, monitoring program KPIs and leading the implementation of sound best practices that contribute towards the achievement of the organization’s strategic and operational objectives. They act as the primary voice of the Seller and communicate requirements, feedback, etc. to the product management teams and serve as a subject matter expert to assist stakeholders in designing and executing process and policy strategies. The successful candidate has a commitment to achieving excellence in the AHS Risk Specialist 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 attendance, behavior and performance of 5-15 AHS Risk Specialists through effective 1:1 meetings, coaching, and mentorship; direct line management for the AHS Risk Specialist role.

　　• Implement performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.

　　• Partner 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.

　　• Maintain a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.

　　• Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.

　　• Manage multiple high-visibility and complex cross-functional projects, resolving conflicts and assessing the impact of strategic initiatives.

　　• High ability to support, structure and deliver concise, data driven narratives in order to drive priorities; by translating data into compelling stories which connect findings from different sources and synthesize them into one complete picture.

　　A day in the life

　　• Proactively finds solutions and partners with Senior Management to improve process improvements across different marketplaces.

　　• Regularly reviews and analyzes key metrics across the site to identify root causes and formulate solutions for improvement

　　• Works to remove barriers for team that are preventing successful compliance with quality or set metric standards.

　　About the team

　　The Account Health Assurance (AHA) program is designed to reduce Seller fear of enforcement and demonstrates Amazon's willingness to invest in Seller Success. AHA is designed to give Sellers greater peace of mind and confidence that their account would not be deactivated, by stopping account deactivation for Amazon Sellers who maintain excellent account health. Apart from changing perception, it is better for Amazon, Customers, and Sellers to keep Sellers selling by working with them to proactively fix any issues that affect their account health in lieu of account-level enforcement.

　　Account Health Support exists to educate sellers on how to maintain their Account Health while selling on the Amazon platform. We provide support to these sellers to ensure they understand Amazon's policy and provide a delightful experience for our customers. The team creates a trustworthy selling experience to ensure that Selling Partners perceive Amazon as the safest and most effective store in which to sell their products worldwide.

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

　　Barcelona, B, ESP

　　Basic Qualifications

　　• Business proficient fluency in both written and verbal English and {input location specific} languages.

　　• Previous experience in direct people management possessing essential leadership traits.

　　• Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.

　　• Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.

　　• Demonstrates ability to analyze data, using the data to drive decision making and problem solving.

　　• Fosters a positive team environment and collaboration within the site and globally.

　　• Easily approachable and cooperative; a team player that easily gains the trust and support of specialists and peers.

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

　　• Ability to embrace constant change with flexibility, good grace, and a bias for action.

　　• Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.

　　• Demonstrates effective communication, composure, and professional attitude maintaining the highest standards of work ethics.

　　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. Advocate for AHS Risk Specialist engagement, fostering teamwork and collaboration towards achieving team goals.

　　• Demonstrated ability to lead by example, motivate others to excellence and insist on the highest standards around performance, behaviors, and Seller interactions.

　　• Demonstrated analytical and quantitative skills to use 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.

　　• At least 2-5 years of experience working in relevant industries such as law, customer service, investigations, project management, etc.

　　• Bachelor’s Degree.

　　Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.