Description

Job summary

The Ops Manager I (OM I) role will require you to oversee the operational delivery and overall performance of the teams you lead. To achieve this, an ideal OM1 coaches and supports their team to build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class service to Business customers. This role will require you to work with key support functions across Amazon Business to drive improvements and solve issues. You will represent your team in the wider business, being accountable for creating the input, actions and representation of team performance in standard meeting routines such as metric calls. You will also be a key partner for business teams when operational points of contact to co-ordinate launches, messaging or reviews are required.

Key job responsibilities

Core Performance, Performance and People/Team Management

• Handle a team of 8 Team Managers (Directs) and 160+ Customer Service Associates (Indirect reports); responsible for the performance of the teams

• Shapes the direction of the team to develop and achieve the performance goals and objectives.

• Meet the Operational Quality, Productivity, Compliance adherence and other metric goals for their spans.

• Provide clear and concise verbal/ written performance management plan/ root cause analysis and path to green for metrics impacting their core span of control with the help of QA/DA inputs.

• Determine when TMs need coaching and lead effective coaching conversations by re-auditing contacts by TM to ensure calibration.

• Support Cross-skill/ Cross-OU support by ensuring Backup workgroup (BUWG) alignments within teams and provide escalation support.

• Partner with Capacity Planning (CP) for monthly R&O assumptions.

• Participate in Network leadership meetings like Store WBRs/ Staff calls/ LTF/ Capacity Planning calls etc where L7 Sr OM is not present/ aligned (for e.g., small stores).

• [Vertical needs] Participate/ own any vertical specific needs that are critical for operations

• Advocate on behalf of customers by escalating impacting issues proactively.

• Participate in Network leadership meetings like WBRs/ Staff calls/ LTF/ Capacity Planning calls etc

• Set the vision and culture of the team by activities such as goals setting process, regular check-ins, expectation setting etc.

• Partner with stakeholders like Training, Quality, Customer Experience Program Managers to ensure frontline managers and teams are updated on their knowledge of current processes.

• Effectively build productive working relationships with direct reports, peers, leadership, and other departments through 1:1s, staff meetings, CSA connects, roundtables and engagement activities etc.

• Conduct coach the coach sessions regularly. Build and develop skills within CSAs to handle complex contacts as easier contacts are reduced via LLM and contact reduction strategies.

• Additional responsibilities include interviewing (L4+), training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.

• Build diverse teams through hiring, talent development and management with a strong focus on creating a culture of being the most inclusive, rewarding and engaging team in Amazon.

• Participate and encourage participation from team in regional level initiatives like Diversity, Equity and Inclusion (DEI), Community Engagement (CE) etc.

• Provide WBR, MBR, QBR Inputs (RCA/ Actions plans) for their spans for operational KPI misses.

• Participate in CS Leadership Development learning solutions for self-growth and learning

A day in the life

· Aptitude to lead and develop others, lead a team of Team Managers.

· Ability to facilitate meaningful discussions with peers and associates

· Ability to use data and insights to prepare weekly/monthly business reviews

· Acts as the operational representative for business teams to understand voice of the customer or partner in key process or policy changes with support teams

· Develop and achieve performance goals and objectives in line with the vision and goals

· Ensure compliance and consistency towards meeting business and project goals

· Leads Kaizen events to improve the customer and associate experience

About the team

Amazon is building the most innovative Business-to-Business (B2B) marketplace in the world, and we are recruiting to make this vision a reality. Amazon Business (AB) represents an incredible opportunity to address a vast new market segment and customer base for Amazon. Amazon Business Customer Service (ABCS) has responsibility for creating an end to end support experience tailored to the needs of business customers globally.

Basic Qualifications

• Prior ABCS experience is a preferred

• Ability to stay focused and keeps up with our continuous and fast-paced growth

• Demonstrate ability to be a strong team player, behaves like an owner, and ultimately focused on delivering results with high standards

• Ability to demonstrate consistent effort, intense commitment, and willingness to go above and beyond when needed

• Ability to take initiative without being asked to. Plans efficiently while avoiding analysis paralysis

• Strong communication skills as well as a strong technical and analytical aptitude are required

• Should be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving and is passionate about excellent customer service

• Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of a customer-focused and metrics driven environment

• Ability to be a cost owner and drive cost effective measures in the department and across the organization • Ability to handle and drive process related automation with technical team where needed

Preferred Qualifications

• 5+ years’ experience with Customer service

• Ability to work in an ambiguous, fast pace environment

• Data analysis and interpretation experience

• Operations experience

• Completed MBA or Master’s Degree in operations is a plus

• Strong analytical and problem-solving skills

• Proficiency in MS office & Excel