Amazon - Senior Manager - Shipping & Delivery Support Operations

Sr. Manager SDS Operations (L7 role)

Amazon's expanding Logistics products and services (e.g. Amazon Logistics, Global Specialty Fulfillment, and Amazon Delivery Technology) are creating new customer segments, including drivers, recipients, shippers, property managers, global sellers and storage owners.

Shipping & Delivery Support (SDS) is a customer service organization dedicated to create world class support for these new customer segments.

To achieve our mission, we are looking for Sr. Manager - Operations who will be responsible for setting the vision and direction of your teams for our virtual SDS Operations spread across multiple locations in India. You will lead a large team of 1000-1500 associates to improve customer experience, increase productivity and maintain service levels. The contact center provides support to customers across the globe for multiple business lines and across all communication channels. This is a senior-level management position that is fully accountable for the results of the reporting teams at the customer service center.

Key job responsibilities :

- Responsible for the overall direction, coordination, and evaluation of the teams under management.

- Hires, manages and develops high performing teams.

-Works with the Regional Ops Leader for SDS, to determine strategy to achieve overall regional and site level goals.

- Solves complex customer service issues by proactively identifying and eliminating root cause barriers to accuracy, productivity, and quality.

- Maintains a complete and thorough understanding of technical systems in a complex automated customer service center.

- Builds positive productive relationships with many stakeholders and partners around the world.

- Overcomes time zone and geographic distance to drive cross functional initiatives and ensure compliance with business policies.

- Deals with the complexity of multiple lines of business and regions.

- Develops and drives strategies and programs which improve the competitive position of the company.

- Demonstrates flexibility in work hours based on business need.