People Management:
Handle a team of 3-8 Team Managers and 60-90 Technical Support Associates; responsible for the performance of the teams
Ability to set the vision and culture of the team by handling individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets
Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning and assigning work; rewarding and reviewing employees; and effective conflict resolution
Handle the career growth and development of the Customer Support team by driving focus on Amazon’s Leadership Principles
Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments
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 on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization
Works to build and maintain customer trust
Solving complex customer support issues and proactively heading off negative service trends.
Identifying and eliminating root cause barriers to accuracy, productivity, and quality
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:
Completed a Bachelor's Degree from an accredited university
at least 3 years of experience as an Operations Manager
Preferred Qualifications:
MBA is a plus
7 years of overall professional experience
Advanced computer skills using a variety of programs highly desired
Ability to stay focused and keeps up with our continuous and fast-paced growth
Demonstrate ability to be a strong team player, behaves like an owner, and ultimately focused on delivering results with high standards
Ability to demonstrate consistent effort, intense commitment, and willingness to go above and beyond when needed
Ability to take initiative without being asked to. Plans efficiently while avoiding analysis paralysis
Strong communication skills as well as a strong technical and analytical aptitude are required
Should be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving and is passionate about excellent customer service
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
