Amazon 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 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.
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 SPs 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. Someone who can inspire leaders and stakeholders worldwide while owning the Tempe-based dedicated Help Desk Operational and Escalation Support for our internal stakeholders to drive positive outcomes for our SPs. 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, 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.
As Manager II, Escalation you are strategically placed to identify, track the effectiveness of, and drive improvements to our support. In this high-profile role, you ensure the successful integration and execution of Help Desk Operational and Escalation Support programs' initiatives.
Given the global footprint of the Help Desk teams, you must adeptly navigate partnerships and coordination across this global team, while you strive to meet performance delivery requirements, foster collaboration, and maintain global alignment. As this is a team management role, it requires strong interpersonal skills, effective communication, and the ability to inspire and motivate individuals.
This role is a unique blend of customer advocacy and detailed insight analysis, with the opportunity to drive significant global impact. It’s a role that will appeal to those who are passionate advocates for providing world-class support to SPs in Amazon’s stores. We strive to use existing trends to predict SP needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our SPs help themselves to better serve our customers.
Key job responsibilities
• Direct line management for Help Desk Escalation Managers and the Help Desk Operations Manager roles.
• Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
• Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.
• Manages schedules, monitors adherence, time-off planning, and attendance.
• Collaborate with stakeholders at all levels of the organization to ensure buy-in and support for Help Desk initiatives and drive alignment with business objectives.
• Manage through KPIs and metrics to measure the effectiveness of operational commitments, process improvement initiatives, and track goal progress.
• Provide regular updates and reports to senior leadership on the status of escalations.
• Mentor and coach leaders on Help Desk methodologies, tools, and techniques to build internal capabilities and foster a culture of continuous learning and improvement.
• Drive an SP-centric approach to process improvement, ensuring that improvements are aligned with SP needs and expectations.
• Lead needs analysis activities to drive insights that ensure that the experiences we create will best support our SP's success and engagement.
• Anticipate bottlenecks and make tradeoffs, balancing SP and internal customer needs versus technical, program, or operational constraints.
- 4+ years of team management experience
- 4+ years of working cross functionally with tech and non-tech teams experience
- 4+ years of program or project management experience
- 2+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements- Experience implementing repeatable processes and driving automation or standardization
- Experience in data mining, data management, reporting, and SQL queries
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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.
