The posting
Amazon is a global technology and operations company serving customers across multiple businesses and geographies. Our teams build and operate scalable solutions across a wide range of functions, with a focus on customer experience, operational excellence, innovation, and continuous improvement. Employees work in a fast-paced environment, partnering across teams and geographies to solve complex business problems and deliver results at scale. Operations as a Service (OaaS enables the business to deliver products and services to customers across the globe. Our teams manage complex, high-volume processes and continuously improve how work is executed through standardization, technology, data, and automation. The role offers an opportunity to work across teams and geographies, solve operational challenges, and drive improvements at scale.
Key job responsibilities An OaaS Manager within GSRC typically leads teams of up to 20 associates, including SMEs and ICs supporting broader programs. The role requires cross-geography stakeholder management and collaboration across programs. Key responsibilities include: • Business & Process Ownership: Own business metrics, process performance, and continuous improvement against defined goals. • Stakeholder Management: Partner with stakeholders across geographies to understand business priorities, align execution, and deliver agreed business outcomes. • Process Management: Onboard and stabilize new processes; identify and eliminate root causes of defects through cross-functional collaboration. • Metrics & Business Reviews: Analyze trends and gaps; provide insights and contribute to WBRs, MBRs, QBRs, and other business reviews. • Automation & Scaling: Identify and implement process improvements, automation, and scalable solutions; drive adoption across teams. • SOP & Governance: Establish and maintain SOPs, processes, and tools to ensure consistent execution and performance. • Talent Management: Set goals, coach and develop associates, SMEs, and ICs, and build functional and leadership capabilities. • Hiring: Participate in internal and external hiring to build team capability. • Workforce Management: Ensure schedule adherence and accurate tracking of productive/non-productive time and leave to maintain productivity and utilization accuracy. • Flexibility to work in 24x7 shift and rotational weekly off
- Experience in team management - Education: Graduate in any discipline. - People & Stakeholder Management: 3+ years of experience managing teams and partnering with customers and stakeholders to deliver business outcomes. - Functional Ownership: 2+ years of independently managing a function or process. - Analytical & Communication Skills: Strong analytical and problem-solving skills with effective verbal and written business communication.
- Education & Experience: Graduate in any discipline with 6+ years of overall work experience. - Analytical & Communication Skills: Strong analytical and problem-solving skills with effective verbal and written business communication. - AI/ML & Automation: Working knowledge of AI/ML and experience identifying and implementing AI, automation, or data-driven solutions to improve business processes. - Additional Qualifications: MBA from a Tier 1/Tier 2 institution; Lean Six Sigma Green/Black Belt; PMP/PRINCE2 certification.
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