NHS Human Services, Inc.

Description

At Amazon we believe that every day is still day one.

We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you are considering taking your career to the next level and would like to work in a fast-paced, innovative environment, this is your chance to make history by joining Registration and Compliance (R&C) Escalations Team.

In this role you will be a part of the R&C Shared Services (SS) organisation, and will be our leading our escalations team.

Escalation Manager sets the vision, direction, and culture of their team by driving process improvement, motivating a team of exceptionally driven, customer-obsessed Escalations Specialists, while maintaining singular focus on ensuring and improving a world-class customer experience. This position requires ability to facilitate and execute quality executive write ups as well as the ability to take key business decisions, working backwards from our customers and business goals.

Key job 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 his/her team/s 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

• Leading 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.

Basic Qualifications

• Bachelor’s degree or equivalent

• Extensive relevant industry experience (5+ years) across operations, risk, fraud investigations and/or compliance, etc.

• 2+ years of supervisory experience

• Project management experience

• Advanced working knowledge of MS Office (esp. MS Excel, Word)

• English written and verbal skills coupled with the ability to comfortably and confidently present to all levels within the business

• Analytical aptitude, including the ability to mine and analyse large, complex data sets

Preferred Qualifications

• 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 (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.