Offers “Amazon”

Expires soon Amazon

Account Health Support Helpdesk Manager

  • Internship
  • Phoenix (Maricopa)
  • Teaching

Job description

DESCRIPTION

Job 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 Helpdesk(HD) Manger within the Account Health Support will manage a group of Helpdesk and Escalation Managers. We obsess over providing world class support to Sellers selling on Amazon. 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 Account Health Support team is looking for a AHS Helpdesk Manager who is passionate about educating Specialists where there are still areas of opportunity and partner with different teams to remove barriers and create/improve content and resources as needed. The HD Manager should also be passionate about resolving escalated issues on behalf of our Sellers and employees. The HD Manager would be responsible for managing the Andon Cord interactions the HD Specialists have with Specialists from intake, tracking, reporting and analyzing trends while partnering with internal stakeholders and service teams in the identification of root cause(s) and corrective action(s) on defect reduction related to questions asked by Specialist. The candidate will also use data to measure the program and craft narrative business reviews to inform business partners about the opportunities related to their programs. We provide support to Sellers and employees across the globe, the AHS community that assists employees.

The ideal candidate will have a demonstrated ability to lead by example, motivate others to excellence and insist on the highest standards around performance, behaviors, and Seller interactions. Experience in a Program Management role. 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 engagement, fostering teamwork and collaboration towards achieving team goals. This leader needs to be tenacious, enthusiastic, and passionate about the employee and Seller experience. The candidates will also have experience establishing and cultivating strong working relationships with multiple teams across an organization.

Must be an L5 already (internal only)

Role Responsibilities:
· Gain and maintain a thorough understanding of Account Health Support programs and services – know who we are and how we serve our customers.
· Manage a team of AHS Escalation Managers, from intake to resolution and reporting, who are responsible for researching, resolving Executive escalations, and leading medium to large scale process improvement projects.
· Manage a team of HD Specialists who will be responsible of educating and assisting Specialists on their daily interactions with Selling Partners.
· Manage from intake to resolution, reporting, staffing, resolving ambiguous requests, and leading medium to large scale process improvement projects.
· Act as a primary business contact to define business requirements and opportunities for business improvement within Seller Support and assist Business Owners with the review of high level requirements for future business demand.
· Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.
· Independently manage multiple tasks at a time, bringing quick and accurate closure to a variety of situations.
· Produce summaries of case findings according to a technical standard and style guide specific to this team.
· Analyze trends and produce strategic recommendations to the business to proactively address systemic issues.
· Engage regularly and consistently with business partners to understand their needs and their processes to build a more collaborative and effective working relationship.
· Collaborate with other teams to refine and improve the relationship between teams, ensuring SLA is met on both sides and resolving common issues.
· Ensure the voice of the customer is reflected through all program-related work.
· Challenge assumptions of why a process or service failed; ask the tough questions to get to the root cause of the problem and take action to resolve it.
· Collaborate with other escalations and investigations teams to refine and improve the workflow between teams, ensuring SLA is met on both sides.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us

PREFERRED QUALIFICATIONS

Preferred Qualifications:
· Advanced degrees in Operations Management
· Proven ability to influence others, facilitate agreement among stakeholders with different interests
· Excellent written and verbal communication skills, building relationships
· Technical aptitude and familiarity with the design and utilization of complex systems
· Proven track record of complex and creative problem solving and the desire to create and build new processes
· Data mining and statistical analysis skills with experience with creating and using data create clear picture
· Excellent business judgment, strong written and oral communication skills, and a practical, common sense approach to getting things done

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us

Desired profile

BASIC QUALIFICATIONS

Basic Qualifications:
· Bachelor’s degree.
· At least 1 year of Selling Partner Support (SPS) or Selling Partner Risk Operations (SPRO) experience or 1 year relevant Amazon experience (escalations, investigations, operations leadership)
· Minimum of 2 years people management experience in a customer service environment, experience within a contact center preferred
· Experience with Excel, Access, SQL, or other scripting languages to analyze data and configure into high level reporting
· Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
· Fosters a positive team environment and global collaboration
· Experience leading small to medium sized projects
· Experience developing and implementing new strategies and procedures
· Experience in delivering communication to wide audiences in multiple formats. (written and verbal)

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