Amazon - Operations Manager - Customer Service

- Please apply only if you have Customer Service/BPO Operations experience and have experience of leading large teams (100-500)

- The Operations Manager will be responsible for setting the vision and direction of your teams at our Customer Service/Contact Center. You will lead a large team of up to 300-500 associates, Team managers- and Group managers to improve customer experience, increase output and maintain service levels. The contact center provides support to both the North American, European and India business units in 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.

- Responsible for the overall direction, coordination, and evaluation of the teams under management. Understands and 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, handles, and develops high performing teams. Identifies individual strengths of team members and actively 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 Sr Manager - Operations to derive at strategy to achieve overall site goals.

- Effectively applies great practices to all strategic decisions. Solves complex customer service issues by identifying and eliminating root cause barriers to accuracy, output, and quality. Maximizes resources for the greater good of the organization.

BASIC QUALIFICATIONS:

Basic qualifications :

- Degree in any discipline is a must

- 10-12 years of overall experience and 6-8 years of managerial exposure.

- 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 handle that workflow.

PREFERRED QUALIFICATIONS :

The ideal degree would be in engineering, operations, supply chain or a related field. An advanced degree in a quantitative field is preferred (mathematics, stats, engineering, or science or an MBA).