Basic Qualifications:
- 2+ years of demonstrated people management/ leadership role.
- Amazon L4 level.
- Creative and analytical problem solver with a passion to provide excellent customer service.
- Microsoft Excel proficiency and ability to pull data from numerous databases and to perform ad hoc reporting and analysis, as needed.
- Organizational skills with exceptional follow through and attention to detail.
- Flexible with schedules and willing to adapt to a 24/7 global operating environment (working any schedules including weekends coverage).
- Outstanding analytical, problem solving and logical reasoning skills.
- Outstanding people skills.
- Detailed oriented.
Job summary
Key job responsibilities
- Sets the vision, direction and culture of the team by managing individual and team performance expectations and goals.
- Provides ongoing guidance, coaching and performance feedback to the team/ individuals through 1-1s, team meetings; and works with top performers for talent development and leadership roles succession.
- Encourages and drives innovation for the team on continuous basis.
- Closely monitors real time service levels, schedule adherence and performance metrics.
- Owns and prioritizes work allocation based on business needs and analyzes incoming volume, identifies trends, and highlights risks and deviations in managing the queue.
- Identifies the business impact of trends, and manages escalation/ complex tickets; analyzes data; gaps, etc.
; and reports key metrics.
- Escalate problems or variances in the information and data to the relevant owners and follows through on resolutions.
- Performs deep-dive analysis and creates COEs (Correction of Error) based on the deviation, problem, root cause and solutions.
- Communicates with internal business stakeholders to deliver timely, accurate and professional technical information to all key stakeholders around the world including both business and technical audiences.
- Bachelor's degree or equivalent Amazon working experience.
- Working experience or educational background in Advertising (online advertising preferred).
- Salesforce CRM platform knowledge.
- A deep understanding of the ad serving and order management ecosystem.
- Project Management experience.