The posting
**This is an Acting (temporary) position, which is unique to the Customer Service organization within Amazon. Acting roles are temporary positions deemed necessary to meet a business need within the organization. The position may last up to six months, but may end sooner. At the end of this acting assignment, the employee will revert back to their regular role and pre-assignment schedule.**
Shipping & Delivery Support (SDS) is a customer service organization dedicated to create world class support for all Amazon Logistics customer segments. To achieve our mission SDS is seeking an Operations Manager to programmatically manage SDS Last Mile Incident Response teams. This is an opportunity for you to build best in class customer service via leading leaders in a rapidly growing team.
The LMIR Operations Manager sets the vision, direction, and culture of their teams and is responsible for 10-15 direct reports
This role will require defining new processes, creating metrics and building tools. This role will require supporting program and project initiatives as the team grows and reaches full maturity.
The number one priority for this role is to ensure that specialists are supported to deliver a world class experience within the Escalations Ecosystem. The role will require you to ensure your specialists priorities remain focused on supporting their customers, adhering to guidelines, process and structure with an immense Bias for Action.
The ideal LMIR Operations Manager ensures that their teams priorities and tasks are aligned in supporting associates application of the Amazon Contact Tenets. An ideal Operations Manager coaches and supports their Team to build a work environment where specialists are engaged and feel a positive sense of achievement about their role in delivering world class service.
You will be responsible for the overall performance and operational delivery of your team, this will require you to work with key support functions such as Capacity Planning and Quality Assurance to review performance trends and opportunities and take continual action to improve the service level and quality of performance.
You will be an escalation point for your Team and their people to take action on issues or barriers impacting the customer experience and will lead Kaizen events to solve people or customer issues. You will represent your team in the wider business, being accountable for creating the input, actions and representation of team performance in standard meeting routines such as metric calls. You will also be a key partner for business teams when operational points of contact to co-ordinate launches, messaging or reviews are required.
Successful candidates will demonstrate:
Quality: - Knows and communicates the Amazon mission, vision and strategy and applies such to the SDS operation. - Understands and owns the controllable elements of service level delivery - Ability to use data and insights to prepare metric reviews in alignment with Escalations KPIs and SDS goals.
Engagement: - Experience directly leading a team(s) of people - Ability to communicate to all leadership levels - Positive communicator who understands when necessary how to have difficult conversations
Development: - Create developmental plan for salaried leaders - Experience interviewing and selecting people who will maintain a high performance bar in Amazon - Identify and utilize "superpowers" among your leadership organization to support the business
Innovation: - Leads and participates in Kaizen events to improve the customer and associate experience - Uses data to identify areas of ongoing improvement in how service is delivered - Ensure processes are in place for continuous improvement and foster innovation on your teams - Acts as the operational representative for business teams to understand voice of the customer
Project Management Partnership: - Act as thought partner for plan and launch SDS Escalation teams in multiple OUs and countries. - Create solutions for complex SDS customer service issues and become proactive in resolving negative service trends. - Identify, own, and champion medium to high complexity cross-departmental initiatives. - Develop expertise in internal systems, departments, policies, and procedures. - Develop, analyze and improve strategies and procedures. Able to develop, plan, and implement short- and long-range goals. - Performance goal development and attainment to achieve customer promise expectations. - Ability to overcome obstacles and influence stakeholders to get the desired results. - Coordinate with teams on a global level to strategize and share best practices.
- +2 years as a permanent people manager - + 2 Years of experience in CASE SDS - BA or two years of experience with Amazon - Direct experience in Contact Center Operations specific to escalated and emergent situations (DART, CASE, Customer Service, Escalations, EXR)
- + 6 months L5 manager role - Strong communication skills both oral (speaking, listening, interpretation) and written (specific to Amazon writing standards and doc presentation) - Ability to travel/fly when required or requested - Ability to work nights, weekends, and extra hours as needed (will have global response ownership requiring 24/7 availability during scheduled coverage) - Demonstrate excellent judgment, discretion, composure, and professional attitude - Ability to successfully meet deliverables in an ambiguous environment, using excellent time management and prioritization skills - ACEs or Six Sigma/Lean Process certified - Project Management experience and demonstrated results - Exceptional deep-dive skills including data manipulation and analysis - Flexibility and adaptability - High energy for an ambiguous, fast-paced environment - Absolute passion for ensuring a world-class customer experience with every contact
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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