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Description

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

Basic Qualifications

- Bachelor's degree

- 5+ years of team management experience

- 5+ years of program or project management experience

- Experience defining program requirements and using data and metrics to determine improvements

- 5+ years of cross functional project delivery experience

- 5+ years of working cross functionally with tech and non-tech teams experience

Preferred Qualifications

- Experience managing, analyzing and communicating results to senior leadership

- Experience owning program strategy and end to end delivery

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.