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Site Operations Manager

Amazon

United Kingdom, United Kingdom

DESCRIPTION

Job Description
Shipping & Delivery Support (SDS) is looking for a highly-qualified Site Operations Leader, who will be responsible for setting the vision and providing the overall leadership, direction, and operational guidance for the SDS Driver and Customer Support Operations in Coalville, UK.

The Site Operations Manager is responsible for the overall direction, coordination, quality and productivity of our contact center operations. The position requires a candidate who has the ability to drive process improvements and keep pace with our dramatic growth while motivating others to meet the challenges of an extremely customer focused and metrics driven environment.

High-Level Responsibilities include:
Lead and manage teams of 2-3 Customer Service (CS) Group Managers and 200-400 Customer Service Associates; responsible for the overall direction and performance of the teams.
· Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.
· Solving complex customer service issues and proactively preventing negative service trends.
· Identifying and eliminating root cause barriers to accuracy, productivity, and quality.
· Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
· Developing and achieving performance goals and objectives in order to achieve customer promise expectations.
· Managing workflow, escalations and effectively delegating workload across the leadership team.
· Participating in business leadership meetings; developing and driving strategies and programs which improve the competitive position and profitability of the organization.
· Driving creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives
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· People Management:
•Lead and manage a team of Customer Service Managers
•Maintain required staffing levels
•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 disciplining employees; and effective conflict resolution.
•Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.
•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.

Site Management:
•Maintain a complete and thorough understanding of technical systems in a complex, automated, customer service center.
•Implement, change, or develop new processes as necessary to provide the ability to better direct multiple queues.
•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 in order to achieve customer promise expectations.
•Develop and drive strategies and programs which improve the competitive position and profitability of the organization.
•Drive creation of schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives.
•Cultivate future leaders of our business by developing internal talent and hiring “big” leaders externally.
•Participate in business leadership meetings.

BASIC QUALIFICATIONS

•Bachelor’s degree or significant comparable experience in the CS sector.
•5+ years of relevant experience in project management/senior leadership
•5+ years of relevant experience in customer service

PREFERRED QUALIFICATIONS
The ideal candidate is a self-starter who is able to prioritize and deliver on deadlines with minimal supervision; will have experience in a similar project; has the ability to persuade, inspire and motivate others; has proven experience in leveraging multiple communication channels to lead and drive results across virtual teams; has the ability to quickly adapt to changing priorities and generates innovate solutions in an extremely fast-paced environment; possesses a strong commitment to leadership/employee development; has experience in using formal quality management, supported by statistical methods to drive business improvement (an understanding of or experience using Lean and Six Sigma methods is ideal); has an MBA or Master’s degree in relevant field; and a keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence. A strong technical and analytical aptitude are required. Bachelors degree is preferred. The ideal degree would be in engineering, operations, supply chain or a related field.

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