Manager II, Registrations and Compliance, Repeat Contact Management (RCM)

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 talented, bright, and driven people. If you are considering taking your career to the next level and would like to work in a dynamic, innovative environment, this is your chance to make history by joining Repeat Contact Management (RCM) team in Registrations and Compliance (R&C) organisation.
In this role you will be a part of the R&C Shared Services (SS) organisation, and will be our leading our Repeat Contact Management (RCM) team.
Repeat Contact Management (RCM) program aims to offer proactive support through phone outreach to selling partners encountering challenges with Amazon during the onboarding/account verification process.
RCM Manager will drive program metrics, process improvement, lead a team of customer-obsessed RCM Specialists, while maintaining singular focus on ensuring and improving a world-class seller experience. This position requires ability to facilitate and execute quality process gap write ups as well as the ability to take key business decisions, working backwards from our customers and business goals.
Key job responsibilities
• Manage a team of front-line managers and oversee a team size of 25-30 specialists
• Responsible for setting the goals and vision for the function, works with global operations and and partner teams to identify & baseline the functional goals.
• 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 investigations, ensuring high quality standards for root cause analysis and corrective and preventative recommendations
• Support in narrative / deep dive write ups to drive process changes
• Lead continuous improvement projects, and drive standardisation in procedure across geographies and organisations, collaborating with key partners
• Leading performance and business reviews (WBR/MBR) for the 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 RCM 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.
About the team
Repeat Contact Management (RCM) team identifies sea accounts facing friction (repeat contacts) during the onboarding/account verification process and offers proactive process support to them through phone outreach.
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND
- 2+ years of team management experience
- 5+ years of operational and/or retail management experience
- Experience using data to influence business decisions
- Bachelor’s degree or equivalent
- Extensive relevant industry experience (5+ years) across operations, customer service, sales, fraud investigations and/or compliance, etc.
- 2+ years of supervisory experience
- Project management experience
- Customer service / Sales 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
- Knowledge of Microsoft Office products and applications (esp. MS Excel, Word) at an advanced level
- Experience in operational excellence using six sigma methodologies
- Six Sigma Lean, green belt certified or equivalent working experience.
- Advanced qualifications such as MBA would be advantageous