Jobs at Amazon in Spain

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. We obsess over providing world class support to Sellers selling 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 Ops Mgr II of Escalations (Ops Mgr) is accountable for creating a high-performance culture that motivates Escalations Specialists (ES) to demonstrate ownership, accountability and seller advocacy to enable a remarkable Seller experience. As a front-line manager of 6-12 ESs, the Ops Mgr provides coaching, guidance, and mentorship to drive individual and team performance goals. Responsibilities include interviewing, training, performance management, managing the global quality audit process, and employee engagement. The Ops Mgr focuses on worldwide process improvements, functional excellence, inter-site parity, and process scalability. They ensure consistency in timely and efficient support of AHS front-line specialists while seeking to eliminate SLA misses. They lead working groups across process-improvement initiatives from framing to pilots, change management, and operationalization, and work with peers, team managers, and program managers globally across Phoenix (USA), Hyderabad (IN), and Singapore (SG). They are a pivotal leader in the long-term success of the Help Desk program and maintaining trust between Sellers and Amazon.

The successful candidate will have a commitment to excellence in Operations and Seller experience, with a strong record of customer focus, a passion for employee development, and a keen interest in process improvement.

• Manages performance and behavior of 6-12 ESs through effective 1:1 meetings, coaching, and mentorship.
• Direct line management for the ES role.
• Implements performance goals, monitors and evaluates against preset goals, and develops action plans to resolve performance barriers as needed.
• Reviews and analyzes performance metrics to identify opportunities that drive performance improvement.
• Ensures ESs understand performance and behavior criteria and how it impacts program performance and the Seller experience.
• Manages daily staffing plans, reports significant volume and capacity changes, and makes just-in-time adjustments to meet staffing requirements and service levels.
• Manages schedules, monitors adherence, time-off planning, and attendance.
• Participates in daily Kaizen events to identify and implement process-improvement initiatives.
• Conducts Seller interaction quality audits and provides coaching to improve performance.
• Maintains a positive and professional demeanor and effectively manages sensitive issues.
• Demonstrates time-management skills and the ability to work independently within departmental policies and procedures.
• 4+ years’ experience in operations management
• 4+ years’ people management experience
• 2+ years’ experience leading high-volume call centers and escalating investigations
• Strong interpersonal and communication skills to diverse audiences
• Strong presentation skills and ability to motivate a group
• Ability to maintain composure in critical situations and communicate clearly with internal and external stakeholders
• Demonstrates ability to analyze data and use it to drive decision making
• Fosters a positive team environment and collaboration within the site
• Approachable, cooperative, and a team player who earns trust and support
• Clear and professional written and oral communication
• Strong prioritization and time-management skills with flexibility
• Ability to embrace constant change with adaptability
• A sense of urgency and adaptability to changing business needs
• Effective communication, composure, and professional attitude
• Experience insisting on high standards and holding team members accountable
• 2+ years applying Lean and Six Sigma in process improvement initiatives
• BA/BS degree
• Solution-focused with passion for people leadership and innovation aligned with Amazon Leadership Principles
• Demonstrated ability to develop and implement new strategies and procedures
• Coaching and mentoring others to achieve success
• Lead by example, motivate others to excellence, and maintain high standards for performance, behavior, and Seller interactions
• Demonstrated analytical and quantitative skills to back up assumptions with data
• Ownership mindset, self-motivation, and ability to deliver results in ambiguous environments

Equal opportunity employer: Amazon is an equal opportunities employer. We value a diverse workforce and base decisions on experience and skills. Privacy: Protecting your privacy and data is a priority. See Privacy Notice: https://www.amazon.jobs/en/privacy_page. Accommodation: If you need a workplace accommodation during the application and hiring process, visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If your country/region isn’t listed, contact your Recruiting Partner.