Job summary:
Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform.
The AHS Compliance Operations Manager oversees the delivery and performance of the EU Compliance Dedicated Support model within AHS Compliance Operations. This role is responsible for driving de-risking outcomes, leading operational excellence initiatives, and ensuring that the specialist team delivers a consistent, high-quality seller experience across EU stores. The Operations Manager acts as the link between business stakeholders and frontline teams, ensuring alignment, transparency, and continuous improvement across all de-risking programs.
The AHS Compliance Operations Manager is the front-line Manager of the Specialist and is responsible for providing effective coaching, guidance, and mentorship to drive and achieve individual and team performance goals. The AHS Compliance Operations Manager is responsible for providing timely and efficient service to our Sellers by optimizing the productivity of team that results in a perfect Seller Interaction, while adhering to AHS program processes. They will participate with site experiments/pilots and calibrate with worldwide business partners as appropriate.
As a front-line manager of 10-15 Compliance specialists, the AHS Compliance Operations Manager will provide coaching, guidance, and mentorship to drive the achievement of individual and team performance goals. The AHS Compliance Operations Manager is responsible for providing timely and efficient service to our Sellers by optimizing the productivity of team that results in perfect Seller interaction, while adhering to AHS program processes that protect the buyer experience and Amazon from bad debt. Other responsibilities include interviewing, training, performance management, managing the global quality audit process, and employee engagement.
The successful candidate will have a commitment to achieving excellence in the Specialists and Seller experience, and therefore a strong record of customer focus, a passion for employee development and a keen interest in process improvement are key requirements for this role.
Key job responsibilities
1. Operational Leadership: Lead day-to-day operations for assigned programs, ensuring consistent execution of the support model. Drive accountability for achieving de-risking goals, efficiency targets, and service quality standards. Oversee workload distribution, team performance, and case management discipline to ensure optimal resource utilization. Support onboarding, training, and development of specialists to maintain operational readiness.
2. De-risking Ownership and Strategy: Own the de-risking goals for assigned programs and stores, ensuring proactive seller engagement and measurable progress. Partner with business stakeholders to identify risk areas, prioritize initiatives, and drive execution against compliance timelines. Monitor Seller Action Rate (SAR) and Seller Enforcement Avoidance Rate (SEAR), identify blockers, and develop targeted action plans to improve performance.
3. Performance Reporting and Insights: Develop and maintain comprehensive reporting mechanisms to track performance across all key metrics. Deliver weekly and monthly business updates to stakeholders, highlighting progress, risks, and recommended corrective actions. Analyze operational data and Voice of Seller feedback to identify trends, improve engagement quality, and refine contact strategies.
4. Stakeholder Collaboration: Work closely with stakeholders to align on roadmaps, launch plans, and de-risking improvement initiatives. Partner with cross-functional stakeholders to support the rollout of new tools, SOPs, and communication content (blurbs).Provide business insights and operational feedback to inform strategic decisions and improve end-to-end seller experience.
5. Continuous Improvement: Identify and address seller experience gaps, inefficiencies, and process bottlenecks through data-driven analysis. Lead pilots and post-launch evaluations to measure the impact of new initiatives and tools. Drive a culture of continuous learning, operational discipline, and ownership across the team.
A day in the life
Preferred Qualifications:
- Graduate Degree is preferred
- 24/7/365 availability, including willingness to work on weekends, and outside of the "standard" workday
- Solution focused, with passion for people leadership and a drive to nurture a culture of innovation reinforcing the value of the Amazon Leadership Principles.
- Excels at providing coaching and mentoring to others with a goal of achieving success.
- Ability to lead by example, motivate others to excellence and insist on the highest standards.
- Analytical and quantitative skills to use hard data and metrics to back up assumptions and develop business cases.
- Proven ability to take ownership, self-motivate, and deliver results in highly ambiguous environments.
- Open to working non-standard hours, including potential Tuesday-Saturday or Sunday-Thursday schedules or rotating weekend coverage.
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.
