DESCRIPTION

Job summary
ABCS (Amazon Business Customer Service) Operations Manager is responsible for the overall direction, coordination, quality and productivity of AB operations with strong operational, leadership, and strategic thinking ability that will deliver the global standard in customer service for the customers (internal and external). The leader will envision and execute the support and customer service roadmap for AB by incorporating best-in-the-world customer centric and excellent operational skills to drive continuous improvement for customers. The leader will be responsible for driving continuous improvement through KPI management, contact reduction and building customer service support operations. Individual will represent the large team in the wider business, being accountable for creating the input, actions and representation of site performance in large meetings. Leader will also be a key partner for business teams when operational points of contact to co-ordinate launches, messaging or reviews are required.

Key job responsibilities
• Leading and managing 3-4 direct reports and 300+ Indirect reports.; responsible for the performance of the teams
• Ability to set the vision and culture of the team by handling directs and team performance expectations and goals
• Effectively build productive working relationships with direct reports, peers, leadership, and other departments
• Manage the career growth and development of teams by driving focus on Amazon’s Core Values. Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as a role model.
• Shapes the direction of the team, keeps them focused and motivated to deliver the right results. Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making
• Developing and achieving KPIs performance goals and objectives in order to achieve customer support expectations
• Carry out supervisory responsibilities in accordance with policies and procedures. Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.

About the team
Amazon is building the most innovative Business-to-Business (B2B) marketplace in the world, and we are recruiting to make this vision a reality. Amazon Business (AB) represents an incredible opportunity to address a vast new market segment and customer base for Amazon. Amazon Business Customer Service (ABCS) has responsibility for creating an end to end support experience tailored to the needs of business customers globally.

BASIC QUALIFICATIONS

• 10+ years of work experience of Operations Management skills
• Should have managed large teams across multiple locations and languages
• Experience in a highly analytical, results-oriented environment with external customer interaction.
• Track record of managing metrics and improving performance of teams
• Strong interpersonal and leadership skills. An ability to think quantitatively and qualitatively about operating processes , risks and outcomes
• Proven ability to define effective, efficient, and scalable processes and drive continuous improvement through root cause identification and defect elimination
• Working understanding of an internal control framework and a solid understanding of the concepts of control design and operational risk and efficiency
• Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of a 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 handle and drive process related automation with technical team where needed

PREFERRED QUALIFICATIONS

• Experience in managing Operations of contact center or E-commerce organization
• Completed MBA or Master’s Degree in operations is a plus
• Strong experience on process improvement, and operational excellence
• Knowledge of Six Sigma/Lean Processes is preferred
• Creating career development plans for reports, and guiding their progression to success
• Strong analytical and problem-solving skills
• Diverse work experience/background; an obsession for customer service combined with business curiosity and a strategic viewpoint
• Analytical thinker with a proven ability to probe, question and get “under the hood” of established business operations and processes
• Self-starter with strong organizational skills and the ability to prioritize and meet deadlines on multiple projects simultaneously with attention to detail (manage ambiguity; be prepared to get involved)
• Ability to prioritize and manage multiple stakeholder needs in a fast-paced environment
• Demonstrated history delivering results in cross functional environments – ability to drive organizational change using sound reasoning backed up by relevant data in a well-prepared business briefing