Amazon - Operations Manager

Mandatory: Experience in handling 300+ FTEs and experience in Customer Service Operations. Willingness to work in US shifts as well

An Operations Manager sets the vision and culture of their teams by being fully accountable for the results of the reporting teams at the customer service center. You would also be responsible for demonstrating Amazon's core values and Leadership Principles while working with your group managers to derive a strategy to achieve overall site goals. This role is part of our Virtual Customer Service center (VCS) which is work from home employment model. In this model, employees work from home and involves visiting physical office based on business need only.

Key responsibilities include:

People Management:

- Lead and manage a team of 4-8 Group Managers and 300-350 Customer Service Associates; responsible for the overall direction and performance of the team

- Implement change or develop new processes as necessary to provide the ability to better service multiple work types

- Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals while making the team accountable for meeting and exceeding performance targets

- Manage the career growth and development of the Customer Support team by driving focus on Amazon's Leadership Principles

- Effectively partner with peers, leadership and enabling functions

Operations and Project Management

- Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team

- Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives

- Participate in business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization

- Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures

- Developing and achieving performance goals and objectives in order to achieve customer support expectations

Basic qualifications

- 15-16 years of overall experience & 9 - 10 years of managerial exposure

- Demonstrate ability to influence, lead and present ideas via clear written and oral communication

- Strong commitment to leadership, employee development, an understanding of Lean and Six Sigma, and a keen interest in and familiarity with technical systems

- Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of an extremely customer-focused and metrics driven environment

- Ability to be a cost owner and drive cost effective measures in the department and across the organization

- Ability to manage and drive process related automation with technical intervention where needed