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Technical Operations Manager

Amazon

London, United Kingdom

DESCRIPTION

At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd like to help us build a world-class delivery experience, this is your chance to make history. We are looking for a dynamic, organized self-starter to join as Technical Operations Manager - Amazon Locker UK. Amazon Locker is an alternative delivery solution available to Amazon customers and as the Technical Operations Manager you will own the functionality of fleet hardware and software solutions. Working with the 3rd party organisations that are responsible for Internet Service provision and Hardware faults or Maintenance calls outs, the role of the Technical Operations Manager will cover the end-to-end life cycle of Amazon Locker, from planning locations’ surveys and installations, to executing and controlling 3rd party operations (installation, maintenance, decommissioning) and optimizing locker capacity availability.
This includes the definition and control of both internal and external (3rd party) SLA, KPI/KPO (e.g. speed with which we respond to outages, # offline lockers, # locations not available, # capacity rejections etc.).
Determining the optimum solution set-up on a location by location basis will be the responsibility of the Technical Operations Manager working in conjunction with the service providers. Reporting to the EU Tech Ops Manager, the Technical Operations Manager will also be in daily contact with the extended EU Pickup team, establishing timelines for new deployments and creating an executable pipeline of primed locations for ISP and Maintenance teams alike.
The ideal candidate will exhibit strong project management and interpersonal skills with the ability to work in a fast-paced, innovative climate. Previous experience in UK roll-outs or projects of a similar nature would make for a good platform to step into this role from. The role will also require expertise both in internal team project management and include the management of a small team of external technical personnel. The right person will:
· Own the hardware and software elements of Amazon Lockers in UK, creating a robust schedule of physical installations
· Plan installations according to business and technical prioritization criteria (e.g. planned throughput, adoption, tech constraints etc.) and control the installation execution
· Maintain service uptime of 99% by working with Internet Services Providers and Maintenance teams
· Optimize Locker capacity, by verifying the alignment of capacity allocation to customer demand and by reducing capacity rejections
· Work together with local Carrier Managers to reduce delivery failures due to lack of capacity availability
· Manage and report on the following key metrics on a weekly basis for: Service Uptime, Delivery performance impacts as a result of kiosk faults, Customer concessions due to kiosk fault, % of issues resolved remotely, Time taken to respond to incidents, Health of Locker fleet (# lockers available, % of slots available etc.)

The successful candidate will be highly analytical and detail-oriented, possess superior communication skills, and be comfortable working independently.

BASIC QUALIFICATIONS

· · Relevant experience in hardware/software projects
· · Proven leadership skills and experience working with an outsourced service provider
· · Excellent written and oral communication skills required
· · Ability to multi-task and prioritize multiple work-streams
· · Proven track record of taking ownership and driving results
· · Ability to establish credibility and work with business and technical owners
· · Bachelor's degree required

PREFERRED QUALIFICATIONS

· Academic focus on Operations Management, Mathematics or Engineering
· Advanced Excel skills

Other relevant competencies:
· · Capacity Requirement Planning
· · Material Requirement Planning.

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