AHS Manager, Program Management - Help Desk & Escalation Management, Selling Partner Trust Ops Supp

Amazon; Barcelona; Presencial; EUR 55.000 - 75.000; Jornada completa

Descripción de la vacante

A leading company in Barcelona seeks an experienced Help Desk Manager to oversee a dedicated help desk and escalation support team. This role requires strong leadership, data-driven decision-making, and the ability to manage cross-functional teams effectively. The ideal candidate will enhance seller support through innovative solutions and process improvements, ensuring alignment with business objectives and fostering a culture of continuous learning.

Formación

• 4+ years of working cross functionally with tech and non-tech teams experience.
• 2+ years of program or project management experience.

Responsabilidades

• Direct line management for the Help Desk Escalation Manager role.
• Implement performance goals and monitor adherence.
• Collaborate with stakeholders to drive alignment with business objectives.

Conocimientos

Team Management

Data Analysis

Communication

Descripción del empleo

DESCRIPTION

Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online.

Selling Partners (SPs) are a critical part of Amazon's ecosystem to deliver on our vision of offering the Earth's largest selection and lowest prices. Over 2 million Sellers sell on Amazon, and we obsess over providing world-class support to them. We are seeking an experienced, high-judgment, data-driven, and results-oriented manager of program management. This individual will inspire leaders and stakeholders worldwide while owning the Barcelona-based dedicated help desk and escalation support for our internal stakeholders to drive positive outcomes for our SPs. The ideal candidate will balance entrepreneurial spirit with practical implementation, be capable of breaking down complex, ambiguous problems, and communicate effectively with a keen sense of urgency and time management. This role requires attention to detail, comfort in ambiguous situations, the ability to influence product and program roadmaps, and strong communication skills to understand the needs of global customers in a fast-paced, cross-functional environment.

As an AHS Help Desk Manager, you will identify, track, and improve support effectiveness, ensuring the successful integration and execution of Help Desk and Escalation Management initiatives. Given the global scope of the team, you must navigate partnerships and coordinate across teams, meet performance targets, foster collaboration, and maintain alignment. You will also manage a team of Investigation Specialists and Risk Management reports, requiring strong interpersonal and motivational skills.

This role blends customer advocacy with detailed insight analysis, offering the opportunity to make a significant global impact. It is ideal for those passionate about providing world-class support to Amazon's Sellers, leveraging trends to anticipate Seller needs, creating innovative self-help tools, and delivering solutions to enable Sellers to better serve customers.

Key job responsibilities

1. Direct line management for the Help Desk Escalation Manager role.
2. Implement performance goals, monitor, evaluate, and resolve performance barriers.
3. Review and analyze performance metrics to identify opportunities for improvement.
4. Manage schedules, adherence, time-off planning, and attendance.
5. Collaborate with stakeholders at all levels to ensure buy-in and support for initiatives.
6. Use KPIs and metrics to measure operational effectiveness and track progress.
7. Provide regular updates and reports to senior leadership on escalations.
8. Mentor and coach leaders on Help Desk methodologies and tools to foster continuous learning.
9. Drive a seller-centric approach to process improvements aligned with SP needs.
10. Lead needs analysis to create supportive experiences for SPs.
11. Anticipate bottlenecks, balance SP and specialist needs against technical and operational constraints.

BASIC QUALIFICATIONS

• 4+ years of experience working cross-functionally with tech and non-tech teams.
• 4+ years of team management experience.
• 2+ years of cross-functional project delivery experience.
• 2+ years of program or project management experience.
• Experience using data and metrics to drive improvements.

PREFERRED QUALIFICATIONS

• Experience managing, analyzing, and communicating results to senior leadership.
• Experience with performance metrics, process improvement, and Lean techniques.
• Experience implementing repeatable processes and driving automation or standardization.
• Proven track record of measurable improvements in operational processes, including cost reduction, efficiency, quality, and customer satisfaction.

Amazon is an equal opportunities employer. We value diversity and make recruiting decisions based on experience and skills. We prioritize your privacy and data security. For accommodations during the application process, visit this link.