DESCRIPTION

Job summary
We are looking for an experienced operations management professional to manage operations and process optimization for our Digital Shared Services operations team. This individual should enjoy a fast-paced environment where they can affect the customer experience and be an instrumental part of expanding our foot print into multiple digital teams.
The Senior Operations Manager will work closely with various business stakeholders to develop varied solutions ranging from automation, optimization, performance improvement for strategic business and operations programs. This individual should have a passion to dive deep, strong project management skills, a focus on simplification and optimization, passionate about career development and strong people management skills, a high level of customer focus, and a track record of transforming operations performance data into digestible, actionable insights. The Senior Operations Manager must be a self-starter, comfortable with ambiguity, with strong attention to detail, and ability to create a vision that includes goal-setting, strategy development, execution, and optimization.

Key job responsibilities
• Lead the Core Operations team across multiple programs by setting the vision, direction and culture of the team. Collaborate with internal/external partners to build roadmaps by creating team strategy and vision.
• Drive continuous improvement in Quality, Productivity, Customer experience, Program and People metrics, influence business teams to prioritize changes (tech and process/program) and present key improvement strategies.
• Manage individual and team performance expectations and goals, monitor service levels, and hold the teams accountable to meet and exceed performance targets by resolving performance barriers as needed.
• Create a culture of accountability, transparency and collaboration to perform rapid deep dives into root causes of defects and implement scalable solutions to mitigate recurrence.
• Collaborate to deliver sophisticated metrics dashboard for the various programs to monitor metrics and drive improvements.
• Responsible for planning and deliverables for multiple programs, including headcount planning, hiring, infrastructure and utilization.
• Develop mechanisms to communicate with leadership and partner teams – Weekly/Monthly/Quarterly reviews and device plan of action on the opportunities.
• Implement bar-raising programs aimed at hiring and developing top talent and build career development road-map.
• People management i.e., appraisal, training, career progression and mentoring talent to grow & control attrition.

A day in the life
You will lead operations with focus on continuous improvement. Additionally, you will be responsible for people and project management skills by conducting in-depth analyses, thinking big and identifying game-changing opportunities. Lastly, you will be expected to deliver solutions that are technology based, highly scalable and flexible – all while maintaining good people, customer and business partner focus. You will work with internal and external stakeholders to identify, define, and specify solutions meeting our customer’s needs. You will demonstrate execution in a dynamic operational environment and will be able to lead at strategic and tactical levels by diving deeply into metrics.

About the team
Digi-Flex is an internal operations service that provides Amazon digital team’s flexible capacity to perform, manual, repetitive operational human tasks without the upfront time & leadership investment of starting their own operations team and with a goal of eliminating manual work wherever possible through automation.

BASIC QUALIFICATIONS

• A Bachelor’s Degree with 12+ years of operations and people management experience with 5 + years of program management experience.
• Excellent analytical skills and experienced in using data and metrics to measure impact and determine improvement
• Experience building and executing strategic initiatives
• Experienced in managing large operations teams
• Strong, self-driven leader with demonstrated ability to proactively drive, manage and grow an operations team.
• Passionate self-starter, decisive and able to implement at speed.
• High threshold for working and thriving in an ambiguous, fast paced environment and dynamic work environment.
• Proven ability to manage multiple, competing priorities simultaneously,
• Ability to problem-solve using creative thinking and innovation.
• Excellent communication (written & oral) skills and detail oriented

PREFERRED QUALIFICATIONS

• Aptitude to quickly learn new systems and software
• Ability to operate simultaneously and effectively in both tactical and strategic modes
• Certified or Trained in Six sigma methodology
• Demonstrated ability to think strategically and creatively while applying sound business judgment and quantitative analytics