Sr Operations Manager D2AS
Amazon
San Jose, San Jose, CRI
hace 3 días

Are you passionate about improving the customer experience? Do you live and breathe in a connected world? Does coordinating across teams, cultures and countries sound exciting to you?

If so, the Digital and Devices Technical Support team is hiring a WW English Senior Operations Manager located in Amazon’s Costa Rica (SJO3) office.

Amazon.com, Inc. (NASDAQ : AMZN), a Fortune 500 company based in Seattle, opened on the World Wide Web in July 1995 and today offers Earth's Biggest Selection.

Amazon.com, Inc. seeks to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices.

Today, we operate retail websites in nine countries, offering millions of products in more than 40 categories worldwide, and we still like to work hard, have fun and make history!

Position Description : Sr. Manager Operations (Customer Service)

LOCATION San Jose, Costa Rica

REPORTEES Technical Associates, Team Managers, Group Managers and Operations Managers

REPORTING TO Director of WW English Technical Support (Seattle)

Job Description : Sr. Manager Operations

The Sr. Manager Operations will be responsible for setting the vision and direction of your teams at our San Jose Technical Support Contact Center.

You will be the Site Leader of a large team of up to 1,000+ associates (600+ off peak), Group Managers, Team Managers, and Operations Managers to improve customer experience, increase quality & productivity and maintain service levels.

The contact center assists both the North American and European business units in Phone, Email and Chat contact mediums.

This is a senior-level management position that is fully accountable for the results of the reporting teams at the customer service center.

Key responsibilities :

In charge of the overall direction, coordination, and evaluation of the teams under management. Demonstrates Amazon’s core values and Leadership Principles.

Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures. Mentors others in developing Leadership behaviors.

Hires, manages, and develops high performing teams. Identifies strengths of team members and fosters career advancement within Amazon.com.

Actively seeks to understand Amazon.com core business values and initiatives, and translates those into everyday CS practices.

Works with the Director of Technical Support to identify the strategy to achieve overall site goals. Shapes the direction of the team, keeps them focused and motivated to deliver the right results.

Combines a deep cross-functional business knowledge with a long-term industry wide strategic context for all decision making.

Understands how to position the organization for success. Effectively applies best practices to all strategic decisions.

Solves complex customer service issues by proactively identifying and eliminating root cause barriers to accuracy, productivity, and quality.

Maximizes resources for the greater good of the organization.

Maintains a complete and thorough understanding of technical systems in a complex automated customer service center. Implements change or develop new processes as necessary to provide the ability to better service multiple work types.

Continually measures and evaluates all work processes using Kaizen, Lean, DMAIC, and other improvement methods. Develops and achieves performance goals in order to deliver an exceptional customer experience.

This position requires a candidate who has the ability to dive deep to include root cause analysis and develop action plans to drive process improvements and keep pace with our explosive growth while motivating others to meet the challenges of a performance based culture in an extremely deadline-driven environment.

Demonstrates ability to influence, manage, and present ideas via clear written and oral communication. Demonstrates emotional maturity and grace under pressure in all communications.

Builds positive productive relationships with many stakeholders and partners around the world. Overcomes time zone and geographic distance to drive cross-functional initiatives and ensure compliance with business policies.

Deals with the complexity of multiple lines of business and regions. Develops and drives strategies and programs, which improve the position of the Company.

Demonstrates flexibility in work hours based on business need.

Basic Qualifications

  • The ideal candidate will have at least 5 years or more management experience in a fast paced, rapidly changing operations environment, leading independent sites with less or zero supervision
  • The candidate should have a specialized skill set in running large-scale (500+ people) production operations, preferably in a contact center environment.
  • A bachelor's degree, or higher, in operations, or a related field, is required.
  • The ideal candidate will have a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma, and a keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence.
  • Demonstrated ability managing and developing large high performance teams of associates / managers is required.
  • Demonstrated familiarity with general principles of workflow in an inbound call / email center, and current technologies to help manage that workflow.
  • Must possess exceptional analytical capabilities.
  • A deep knowledge in continuous improvement methods such as Kaizen, Lean, DMAIC, etc. is required.
  • Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required.
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