Amazon strives to be the world’s most customer-centric company, where customers can find and discover anything that they might want to buy online. In Amazon, our overall mission is simple: We want to be the place where our customers can find, discover, and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon will continue to enable people to discover new worlds. This is your chance to make history.
What is the Global Advisor Program (GAP)?
The goal of the Global Advisor Program is to help all investigators receive real-time effective coaching and inputs to do their job with zero defects, leading to better quality results, improved productivity metrics and finally, empowering investigators to excel in their role.
Whenever an investigator feels stuck on a task, they can reach out to a remote Global Advisor who provides targeted, real-time customized coaching on the individual scenario they have questions on, through the RADAR tool. In order to resolve the investigation, the Advisor inputs coaching notes, edits the questions asked by the Investigators and identifies the Reason Code, which catalogues the interaction, directing it to the appropriate team for corrective action. By doing this, GAP closes the loop and ensures continuous improvement to our processes.
Key job responsibilities
• Manages a team of Advisors based across multiple locations. Works across team(s) and Ops organization WW to drive delivery from advisors to enable investigators to take right action for customer and drive business metrics of quality and productivity.
• Plan, direct and organize the day-to-day operation of Advisor team.
• Maintain and improve staff engagement through effective people management and motivational techniques.
• Ensure that all productivity, quality standards and service level agreements are met through effective monitoring, coaching, and training.
• Complete detailed analysis of performance metrics, and make data driven business decisions.
• Formulate and recommend practices to increase the effectiveness and efficiency of your team.
• Continuously raise the performance bar by setting ambitious improvement objectives and exceeding them.
• Develop a strong working knowledge of our BAP systems, policies, and procedures to ensure that the department complies with our internal and external regulatory requirements.
• Ensure that effective personal development plans are in place for each team member and that these provide a balance between supporting both individual and business goals and objectives- 3+ years of team management experience
- 8+ years of operational and/or retail management experience
- Experience using data to influence business decisions
- Experience across the domain of risk management & compliance operations- Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level
- Experience in operational excellence using six sigma methodologies
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
