AHS Manager II, Dedicated Svcs, Account Health Support

Found in: Talent US C2 - 1 week ago

Tempe, United States Amazon.com Services LLC Full time
Please note: Position is based in Tempe, AZ. Hybrid setting with 3 days in office required. (Remote exceptions not available)

This role requires a talented person with a passion for working backwards from our customer – our Selling Partners. Driving positive seller experiences is a core function of the Selling Partner Empowerment, Communities, and Trust (SPECT) organization and AHS is on the support front-lines. We are seeking an experienced, data-driven, and results-oriented program manager who can inspire leaders and stakeholders worldwide to join our team to own the strategy to deliver effective communications to deliver improved outcomes for our Selling Partners.
As the AHS Manager, Dedicated Services, you are strategically placed in a key position to identify, drive, and track the effectiveness or our support. The AHS Manager, Dedicated Services, drives efficiencies and is accountable for creating a high-performance culture that motivates AHS Sr. Investigation Specialist, 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 Sr. Investigation Specialist, the AHS Manager provides coaching, guidance, and mentorship to drive achievement of individual and team performance goals The ideal candidate will strike a balance between entrepreneurial spirit and practical implementation, be capable of breaking down complex, ambiguous problems, and embody excellent communication with a keen sense and urgency and time management. This role requires attention to detail, comfort in ambiguous situations, the ability to influence product and program roadmaps, and a strong capability to communicate effectively and understand the different needs of global customers in a cross functional, fast-paced environment.
The AHS PM, Strategic Services role is a unique blend of customer advocacy and detailed insight analysis, with the opportunity to drive significant global impact. This role requires a leader with a passion for improving the seller experience, who can analyze quantitative and qualitative feedback to identify improvements to our communication channels on behalf of our sellers. It’s a role that will appeal to those who are passionate advocates for providing world-class support to Selling Partners in Amazon’s stores. We strive to use existing trends to predict seller needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our Selling Partners help themselves to better serve our customers.

Key job responsibilities
You must be able to:
•Execute and track end-to-end operational analysis programs which result in impactful Seller Experience enhancements.
•Interact with stakeholders at multiple levels and lead business and product teams to define and deliver solutions to improve communication channels.
•Ability to understand impact of business decisions on the seller experience to drive appropriate messaging.
•Anticipate bottlenecks and make tradeoffs, balancing selling partner and specialist needs versus technical, program, or operational constraints.
•Understand customer (internal and external) needs, defining clear project plans and executing to high expectations in a fast-paced environment.
•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.
•Maintain a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.

A day in the life
As the AHS Manager, Dedicated Services, you ensure Account Health Support delivers positive outcomes for our sellers through our contact channels. You will generate insights and experiment with innovative ideas to optimize the communication channels we use to support our sellers. The successful candidate must demonstrate strong data literacy, organizational intelligence, an exceptional ability to build trust, strong verbal and written communication skills, and the ability to manage complex cross-team projects. You are self-motivated, solutions-oriented, comfortable with ambiguity, and innovative in developing best-in-class communications to evolve our strategy to connect, engage, and empower our selling partners.

About the team
Account Health Support (AHS) is a global team that provides Selling Partners with empathetic support while addressing their account health concerns. The Experience and Insights team within AHS is a reliable source in Selling Partner Empowerment, Communities, and Trust (SPECT) for account health seller experience data, including AHS contact volume, seller feedback mechanisms, and detailed data on seller account health outcomes.

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

Tempe, AZ, USA

BASIC QUALIFICATIONS

- 3+ years of program or project management experience
- Experience working cross functionally with tech and non-tech teams
- 3+ years of operational and/or retail management experience
- Experience using data and metrics to determine and drive improvements
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- 3+ years of working cross functionally with tech and non-tech teams experience

PREFERRED QUALIFICATIONS

- Bachelor's degree
- Experience in driving end to end delivery, and communicating results to senior leadership

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