Description

AWS Applications and Higher Level Abstractions (Apps) provides horizontal and industry vertical applications for business users with the same on-demand scalability, reliability, pay-as-you-go pricing, and machine learning expertise that drive AWS services. The AWS Applications group includes services such as Amazon Connect (a cost-effective cloud contact center), our End User Computing (including Amazon Workspaces, AppStream, etc.), Marketing Tech (Amazon Pinpoint), and Autonomous Checkout and Biometric Identity Services (Just Walk Out, Amazon One) for retail, sports, travel, and other verticals.

We are looking for a Site Leader to come join our team. In this role, you will be a leader of a team supporting Just Walk Out Customer eXperience. Please note: this team is not customer-facing.

The Site Leader is responsible for overall leadership and operations of our Virtual and B&M teams at Noida/NCR, India. In this role, you will set the vision and direction for the site by driving continuous innovation and creating a great working environment for our employees. You will lead a large team of associates and managers to improve the customer experience and increase employee engagement, providing the overall leadership, direction, and operational guidance for our CXQO teams. You will create a strategic vision for teams to secure long-term growth and scalability of the CXQO Network. You will define and execute the CXQO working strategy by partnering with multiple groups including HR, IT, GREF, Tax, Legal etc. to successfully expand the team. You will also build flexible working models to enable best in class service level delivery at optimum cost and quality.

Key job responsibilities

People Management:

• Lead and manage a team up to 6 Sr. Operations Managers.

• Ensure delivery of required staffing levels.

• Ensure high quality and productivity at the site.

• Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and developing employees; and effective conflict resolution.

• Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.

• Participate in or lead India or World Wide improvement projects, involving high level interaction with international teams.

• Manage the career growth and development of the Operations Management team by driving focus on Amazon’s Core Values and Leadership Principles.

Site Management:

• This is a senior-level management position that is fully accountable for the results and performance of the site. This position requires a candidate who has the ability to drive process improvements and keep pace with our growth while motivating others to meet the challenges of an deadline-driven environment.

• Maintain a complete and thorough understanding of technical systems in a complex automated environment.

• Implement, change, or develop new processes as necessary to provide the ability to better direct multiple wok streams.

• Continually measure and evaluate all work processes.

• Understand and correctly utilize resources provided by internal systems, departments, policies and procedures.

• Develop and achieve performance goals and objectives.

• Develops and drives strategies and programs which improve the competitive position and profitability of the organization.

• Drives creation of schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives.

• Participates in business leadership meetings.

• Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as an outstanding role model.

• Written and verbal communication up to senior leadership level.

A day in the life

Experience managing multiple layers of management and support functions is required. You should be comfortable exercising judgement and making decisions in an ambiguous environment. Developing positive working relationships and utilizing strong influencing skills across multiple stakeholders will be key to success in the role. You will need a keen eye for numbers and should excel at running operations of an ops team efficiently. Technical issues shouldn’t faze you. You must be comfortable operating all of the systems, and tools used on your team. You will remove roadblocks for your team by guiding them on what issues should be escalated to support teams and what they can solve on their own. You have a demonstrated history of thinking on your feet and identifying efficient short-term fixes while looking into a longer term solution. You lead by example and are a role model when it comes to insisting on the highest standards and maintaining an atmosphere of respect for customers. No task is beneath you. You fully live the Amazon Leadership Principles and are passionate about helping your team do the same. You have a high bar for quality and hold your team to the same standards.

About the team

Just Walk Out Technology is more start-up than big-company, a group of entrepreneurial, analytical, and creative leaders with innovation at our core. We’re pushing the state of the art in helping customers shop in engaging, fast and safe ways. To date, we’ve created stores that let you use an app to enter, take what you want from our fresh selection, and go (Amazon Go); a smart shopping cart that uses computer vision algorithms and sensor fusion to let you skip the checkout line (Amazon Dash Cart); and contactless services that let you pay, enter or identify yourself (Amazon One). Our checkout-free shopping experience is made possible by our Just Walk Out Technology, which automatically detects when products are taken from or returned to the shelves and keeps track of them in a virtual cart. When you’re done shopping, you can just leave the store. Shortly after, we’ll charge your Amazon account and send you a receipt. Check it out at amazon.com/go.

Designed and custom-built by Amazonians, our Just Walk Out Technology uses a variety of technologies including computer vision, sensor fusion, and advanced machine learning. Innovation is part of our DNA! Our goal is to be Earths’ most customer centric company and we are just getting started. We need people who want to join an ambitious program that continues to push the state of the art in computer vision, machine learning, distributed systems and hardware design.

Diverse Experiences

Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

We are open to hiring candidates to work out of one of the following locations:

Noida, UP, IND

Basic Qualifications

• 10+ years people management experience preferably in an operations environment

• 5+ years of experience managing managers

• Bachelor Degree from a reputed university, MBA preferred

• Demonstrated ability to attract, hire and develop teams and build a bench for key roles

• Demonstrated analytical and quantitative skills, ability to use data and metrics to back up assumptions and clearly communicate data insights to others.

• Available to work irregular hours including nights, holidays, and weekends.

• Ability to travel to locations, including overnight trips

Preferred Qualifications

• Master’s degree or MBA

• Proven ability to think strategically, but stay on top of tactical execution

• Experience of creating and contributing to strategic planning processes

• Ability to handle changing priorities and use good judgment at all times

• Practiced working knowledge of Six Sigma tools and Lean techniques

• Proven track record in the delivery of large scale complex cross-functional change projects.

• Proven ability to influence change at all levels within an organization