As the Manager, SLS Performance Ops for the DSP Performance organization leads the SLS Performance Ops team to provide operational, case management and investigation support while continuing to drive continuous improvement for our program.
The ideal candidate for this position has a strong record of customer obsession, a passion for employee development and a keen interest in process improvement. This candidate would be solution focused, passionate about people management, driven to nurture a culture of innovation and reinforce the value of the Amazon leadership principles. Other key requirements include multi-tasking ability, inclusivity, excellent interpersonal skills, coaching in a toward culture and being tenacious, enthusiastic, and an effective team player. This position requires a candidate who has a strong technical and analytical aptitude, business acumen, exceptional organizational, people and process management, an inquisitive nature and the ability to stay focused and keep up with our continuous and fast-paced growth while motivating others to meet the daily challenges of an timeline-driven environment. They are comfortable in a fast-paced, high-energy environment and will display creative and analytical problem-solving skills with an unrelenting passion for providing an excellent experience to our DSP Partners.
Key job responsibilities
• Lead and manage a team of SLS Operations Leads and Specialists; responsible for the overall direction and performance of the teams.
• Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.
• Manage the career growth and development of the SLS Ops team
• Own and drive operational and business goals/metrics for the team.
• Set a high quality bar and continuously reinforce a culture of quality and innovation.
• Manage workflow, handle escalations, and proactively engage resources to address issues and effectively delegate workload across the team.
• Strong business analytics and leadership skills
• Provide value-added recommendations and continuous process improvements based on analysis to enhance systems, programs, or resolve partner issues
• Detailed reporting and metrics preparation
• Program management & oversight
• Operations process standardization, deployment of new operations and/or SLAs
• Sharing operational and quality best practices across the DSP Performance teams
• Special projects and other responsibilities as assigned
