Escalations Manager
2 semanas atrás
About the Role:
We are seeking a highly skilled Escalations Manager to join our Registration and Compliance (R&C) Escalations Team at Amazon Spain Services, S.L.U. As a key member of our team, you will be responsible for leading our escalations team, driving process improvement, and motivating a team of exceptionally driven, customer-obsessed Escalations Specialists.
Key Responsibilities:
- Successful leadership and development of a team of executive escalation specialists and managers based in Europe, India, and San Jose.
- Manage individual and team performance expectations and goals, maintaining service levels, and holding the team accountable to meet and exceed performance targets.
- Support your team in conducting highly sensitive Escalation investigations, ensuring high-quality standards for non-compliance findings, root cause analysis, and corrective and preventative recommendations.
- Support in narrative write-ups requested by executives and stakeholders.
- Lead continuous improvement projects and drive standardisation in procedure across geographies and organisations, collaborating with key partners.
- Lead performance and business reviews for the escalations program.
A Day in the Life:
The primary role of this position is to provide leadership and guidance to the teams under supervision, manage front line managers and escalation specialists to achieve the program goals, while working closely with Global Process Owners (GPOs), Ops Functional Leads & Leads for different RCO support functions to drive metrics and improvement projects focused on customer experience.
Requirements:
- Six Sigma Lean, green belt certified or equivalent working experience.
- Advanced qualifications such as MBA would be advantageous.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect, use, and transfer the personal data of our candidates.
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