Senior Manager, CS Ops, Concession Abuse Prevention (CAP)
Amazon
Calle Blancos, CRI
hace 4 días

Job summary

The CAP Senior Manager, CS Operations, is responsible for leading and setting the operational direction for the LATAM / US Concession Abuse Prevention (CAP) team within the Shipping and Delivery Services (SDS) Customer Service vertical.

In this role, the Senior Manager will lead a team of Customer Service Associates, Team Managers, Group Managers and Operations Manager.

The team operates 365 days a year and spans multiple LATAM & US marketplaces, with a mix of both Brick and Mortar and Virtual sites.

The Senior Manager will provide strong people leadership and talent development at all levels of the organization. The role is a senior-level management position within the SDS LATAM & US region and is fully accountable for all aspects of the team.

Key job responsibilities

Working with the Worldwide CAP Senior Ops Leader, the Senior Manager will shape the overall strategic direction of CAP LATAM / US region on a short term and long term basis including, but not limited to : Customer & Employee experience, Operational Excellence, Cost Avoidance and Talent Development in accordance with business and financial goals

  • Build an inclusive and diverse organization of leadership through hiring, talent development and management with a strong output of talent exportation to roles of greater scope and complexity
  • Guide the direction of the team through organizational complexities and change using mechanisms that scale
  • Combines a deep cross-functional business understanding with a high bar for results delivered across businesses of varying size, complexity and age;
  • with a bar raising focus on waste removal and process improvement

  • Leading vision and results beyond the LATAM / US region to contribute at a global level to solve similar problems and maximize resources
  • Delivers consistent high quality results on all deliverables including Quality, Productivity and Cost saving / avoidance goals within all business units and across the entirety of the CAP LATAM / US span of control
  • Owns alignment of the Operation with the rest of LATAM / US SDS and CS verticals. Ensuring communication standards are consistent across CS.
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