Sr. Manager ABCS Operations (L7 role)

Amazon Business Customer Service (ABCS) is looking for a Senior Manager, Operations to lead a newly formed team servicing our large and strategic enterprises. The successful candidate will work proactively, and independently to collaborate with business and operations teams to deliver on functional requirements, reflect voice of customers, participate in high level process and technical solutions, and manage all operational aspects including maintaining project schedules, resolving or mitigating issues and risks, and communicating updates throughout the organization.

Reporting to the Global Operations program leader of ABCS, the role will work across the entire business, and be exposed to a wide range of functions from operations, finance, continuous improvement, technology, training, content, product management and post purchase experience. Role acts as a critical member of the Operations leadership team helping to drive decisions across the organization.

The role needs a leader who is customer obsessed and balances long-term support vision with short-term customer needs. Sr. Manager, ABCS to lead the expansion of CS org and provide leadership support to operation teams across countries.

Key job responsibilities :

- Responsible for the strategy, overall direction and delivery on Enterprise Operations KPIs

- Directly lead a team of Regional Enterprise Support Leaders

- Partner with Operation Program Management team to deliver on regional outsourcing strategy

- Act as the voice of Customers and associate for large strategic initiatives across the organization

- Collaborate with business and Operations teams to provide insights to all relevant stakeholders to drive continuous improvement in Customer experience.

- Create a strategic vision for teams to secure long-term growth and scalability of the Amazon Business Customer Service Network

- Hire and develop top talent

- Flexibility with schedule as the team is based across the globe

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