Detalle de la Oferta

Descripción de la Oferta

DESCRIPTION

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.

Key job responsibilities
- 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.
- 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.

BASIC QUALIFICATIONS

- +2 years Experience managing managers
- Experience using data and metrics to drive improvements
- Experience developing and implementing new strategies and procedures
- Demonstrated advanced working knowledge of MS Office
- Schedule flexibility
- Proven exceptional operational, managerial, analytical and interpersonal skills
- Proven experience communicating and influencing across job levels with both internal and external
- Demonstrated exceptional operational, managerial, analytical and interpersonal skills

PREFERRED QUALIFICATIONS

- Experience implementing change management successfully transitioning programs into large-scale operations
- 3+ years Amazon experience
- Sig Sigma knowledge
- Experience in managing multi-lingual teams

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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Educación Superior