Associates Enforcement Manager

Job description

DESCRIPTION

Amazon's affiliate program (Amazon Associates) is one of the largest of its kind, with a massive base of affiliates registering and driving users to purchase everything from books to band saws, kayaks to Kindles on Amazon.com. Such a large impactful program opens Amazon to many risks both financial and reputational.

You will be responsible for handling Sr Investigations specialists. You will need to work directly with the stakeholders to ensure the overall health of the processes is good. Duties will include ensuring that standards for productivity and quality assurance are met by your team, taking part in planning, organizing and directing the work of subordinates or others, outline procedures and instructions on work received, make time estimates on new jobs received, ensuring utilization of team is high, mentor and train new/existing team members.

Key responsibilities include:
* Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.
* People management i.e. appraisal, training and mentoring talent to grow within the organization & control attrition
* Ensures employees growth & development, set priority, drive motivation & engagement for employees
* Monitor real time service levels and schedule adherence
* Serve as a point of contact for escalated contact resolution of a supervisory nature or complex problems
* Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other Change/Kaizen initiatives as required
* Responsible for productivity and quality of the team - provide individual coaching feedback sessions, and have weekly one-on-ones with team members to improve performance and quality. Work on achieving 10% improvement YoY.
* Active participation in building the team & raising the bar in hiring process
* Work closely with stakeholders for each business to ensure that their expectations are being met & surpassed
* Work closely with the engineering teams to ensure that tools and systems are continuously enhanced
* Drive systemic project towards efficiency improvement, Risk Mitigation and people engagement scores

Desired profile

BASIC QUALIFICATIONS

* Graduate degree in any discipline
* 4 plus years' experience with Seller/ Customer service required
* Advanced computer skills using a variety of programs highly desired
* 24/7 availability, including willingness to work on weekends, and outside of the "standard" work day
* Applicant needs to be in a direct People Management role at least for 1 year plus
* Prior experience in managing a team of at least 10
* Significant email and online seller/customer service experience preferred
* Good Written Communication