The role of a SPS Manager is to create high performing teams that will deliver operational excellence to our Selling Partners.
The role will be required to effectively manage large scale teams within a complex business to business environment. As a Manager of people managers the role will provide behavioral coaching, guidance, and mentorship to Supervisors;
driving achievement of performance goals. Reporting to the site SPS Operations Manager this role is responsible for efficient management and execution of daily operations and ensures that teams are primed to provide the perfect seller interaction.
The SPS Manager is a critical role in our front-line org structure, collaborating with support teams to deliver key responsibilities including hiring, training and ownership of employee engagement through effective communication, recognition and lead by example behaviors.
Summary of Responsibilities
Key responsibilities include :
Manages performance and behavior of 3-4 front line supervisors through effective 1 : 1 meetings, coaching, and mentorship.
Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.
Regularly reviews and analyses key metrics across the site to identify root causes and formulate solutions to improve performance
Create plans to address significant changes and issues like volume changes, type of contact, unusual spike of seller contacts, etc.
and accountable to drive implementation of proposed solutions through Team supervisors to deliver results.
Oversee effective implementation of short term staffing plan and scheduling adherence in partnership with workflow.
Responsible for site management in lean staffing periods (e.g. weekend coverage) and resource to overtime requirements.
Coach and develop associates, tech advisors and supervisors on career paths for internal promotions and job enrichment opportunities.
Ensure Team Supervisors have a clear understanding of the performance bar and criteria used to differentiate performance
Conduct Seller interaction audits to keep in touch with Selling Partners and Associate Experience.
Actively participates and represents team members in the annual performance review cycle. Ensures Team Supervisors and Associates are compensated consistent with overall performance reviews, and administers annual compensation planning consistent with guidelines.
Nurture a culture within the team that consistently demonstrates alignment with leadership principles; visibly ties department decisions to leadership principles and tenets.
Ideal Candidate Profile
The successful candidate will have a commitment to employee and Selling Partner experience, a strong record of customer focus, a keen interest in process improvement and the ability to lead and influence large teams.
High energy, with passion for people leadership this role will drive a culture of innovation reinforcing the value of the Amazon leadership principles.
The ideal candidate excels at providing coaching and mentoring to others with a goal of achieving success.
Demonstrated ability to be successful in a highly fluid, fast-paced and ambiguous environment
5+ years’ experience in Customer Support Operations with progressively increasing responsibility
3+ years of team management experience, including people managers
Experience hiring and developing high-performing people.
Exceptional written communication
Experience handling urgent escalations and mobilizing a team to resolve
Experience inventing processes to address opportunities using expertise in disciplines such as business analysis and process engineering and scaling with software / automation
Project Management experience
Comfortable with fast-paced environment and all aspects of change management.
Experience leading and motivating a diverse and global workforce.
Six Sigma knowledge
Experience in managing multi-lingual teams
Advanced working knowledge of SQL, SAS, or PERL skills
Experience automating a complex process.