CS Operations Manager II [A], Customer Service

Amazon is looking for an Acting Operations Manager II who will provide strategic and tactical leadership for approximately 240 associates with direct line management of around 12 Team Managers. This role requires defining metrics, goals, and long-term strategy while managing ambiguity and contributing to organizational planning.

Our overall mission is simple: we want Amazon to be the place where our customers can find, discover, and buy anything online. Whatever our customers want, we will find a way to deliver it. With your help, Amazon associates will deliver world-class service to our customers.

The number one priority for this role is ensuring associates deliver a world-class customer experience while building structures that enable teams to succeed independently. You will establish workflows, SLAs, and operational excellence mechanisms while serving as a strategic partner to cross-functional teams. You'll define vision, negotiate cross-team priorities, and make trade-offs between short-term tactical needs and long-term strategic goals.

The ideal Operations Manager II demonstrates measurable improvement in operational performance metrics, establishes process improvement mechanisms, and acts as a mentor to both managers and individual contributors. You will lead calibration activities, participate in strategic initiatives (1-3 year planning), and may provide input into OP1/OP2 planning processes.

• Key job responsibilities
• Leadership
• Experience directly leading people managers
• Experience interviewing and selecting candidates who meet Amazon’s high-performance bar
• Demonstrated ability to develop and nurture leadership skills in others
• Strong listening and communication skills
• A positive communicator who can also handle difficult conversations when necessary
• Clearly articulates Amazon’s mission, vision, and strategy
• Confident in facilitating team discussions and sharing business updates
• Maintains a high level of professionalism and approachability

• Operational Delivery
• Understands and takes ownership of the controllable aspects of service level performance
• Uses data and insights to prepare and present metric reviews
• Creates operational plans to support ramp-up/down periods and business launches
• Acts as the operational liaison for business teams to represent the voice of the customer and contribute to process or policy changes
• Builds and tests new approaches to service delivery

• Continuous Improvement
• Leads and participates in Kaizen and Gemba events to enhance the customer and associate experience
• Uses data to identify ongoing improvement opportunities in service delivery
• Takes action on issues escalated within the team and collaborates across the business to implement solutions

Basic qualifications

• - Experience managing large teams across multiple locations and languages
• - Knowledge of Microsoft Office including Outlook, Word, and Excel
• - Experience in understanding performance metrics and developing them to measure progress against key performance indicators
• - Experience in process improvement
• - Experience with customer service
• - Speak, write, and read fluently in English
• - Experience in people management

Preferred qualifications

• - Experience as a strong leader who can prioritize well, communicate clearly and effectively influence across cross-functional teams
• - Experience in Project/Program management
• - Experience with Continuous Improvement and Six Sigma methodologies
• - Experience with automation and any version control tools, or experience that includes strong analytical skills, attention to detail, and effective communication abilities and experience with programming/scripting (Batch, VB, PowerShell, Java, C#, Chef, Perl, Ruby and/or PHP)
• - Experience in capacity planning, operations planning, business analysis or similar
• - Bachelor's degree or equivalent

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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