This is a senior-level management position, responsible for success of site and accountable for results of reporting teams. Understands and demonstrates Amazon's core values and leadership principles and carries out supervisory and management responsibilities in accordance with the organization's policies and procedures. Hires, manages, and develops high performing teams. Responsible to set direction to multiple teams, keep them focused and motivated to deliver the right results. Identifies strengths of team members and actively fosters career advancement within Amazon. Mentors team members in developing leadership behaviors.

Actively seeks to understand Amazon.com core business values and initiatives, and translates those into everyday TRMS practices. Works with the Site Leader to determine strategy to achieve overall site goals. Combines a deep cross-functional business understanding and a long-term industry wide strategic context while decision making. Solves complex service issues by proactively identifying and eliminating root cause barriers to accuracy, productivity, and quality. Effectively applies best practices to all strategic decisions and leverages resources for the greater good of the site.

Implements change or develops new processes, continually measures and evaluates all work processes using Kaizen, Lean and Six Sigma, DMAIC, and other improvement methods to be able to better service multiple work types. Demonstrated familiarity with general principles of workflow in an inbound call/ chat/ email center, and current technologies to help manage workflow. Develops and achieves performance goals and objectives in order to deliver an exceptional customer experience. Responsibilities include but not limited to:-

- Responsible to set the vision, direction and culture to multiple functions in a site.

- Influence worldwide operations by driving global initiatives to achieve tactical and strategic goals.

- Set the organizational priorities; deliver through own teams and functional managers globally.

- Participates in strategic planning exercise such as site level OP1, 3yr plan etc. for the site and global operations.

- Responsible to define productivity and quality goals across functions.

- Partner with support functions such as Engineering/ Ops Analytics team to drive operational excellence and process improvement across functions in site.

- Manage a team of functional managers; set the strategy for employee engagement and development for the site.

- Facilitate development of hiring strategy; partner with recruiting to cater to hiring needs and improve hiring standards.

Knowledge & Skills/ Business Acumen/ Experience

Looking for candidates, who has the ability to dive deep to identify root causes and develop action plans. Initiate process improvements to keep pace with explosive growth at Amazon. Motivate teams to meet the challenges of a performance based culture in an extremely deadline-driven environment.

- Experience leading an operational organization for minimum 12+ years.

- Demonstrated ability to manage and develop large high performance teams.

- Act as the thought leader and strategist for Amazon Risks Management Operations

- Demonstrate ability to influence, manage, and present ideas via clear written and verbal communication.

- Demonstrate emotional maturity and grace under pressure in all communications.

- Build positive productive relationships with all stakeholders.

- Understand of Lean and Six Sigma and demonstrate familiarity with technical systems

- Drive cross functional initiatives and deal with the complexity of multiple lines of business and regions

- Familiarity with general principles of workforce management.

- Possess exceptional leadership, managerial, interpersonal, analytical, data mining and project management skills.

- Drive operational efficiencies while improving customer experience.

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