Operations Manager, Shipping and Delivery Support (SDS)
Job Description
Amazon’s expanding Logistics products and services (e.g. Amazon Logistics, Global Specialty Fulfillment, and Amazon Delivery Technology) are creating new customer segments, including drivers, recipients, shippers, property managers, global sellers and storage owners. Shipping and Delivery Support (SDS) is a customer service organization dedicated to create world class support for these new customer segments.
To achieve our mission SDS is seeking a Operations Manager who lead approximately 8 Team Managers and 160-200 Customer Service Associates; responsible for the overall direction and performance of the teams
- Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets
- 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
- Manage the career growth and development of the Customer Support team by driving focus on Amazon’s Leadership Principles
- Responsible for Training employees; planning, assigning, and directing work; rewarding and disciplining employees; resolving conflicts; staffing; and development of employees, Standard Operating Procedures, high quality and productivity within the department
- Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments
Operations and Project Management
- Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
- Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives
- Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization
- Works to build and maintain customer trust
- Solving complex customer support issues and proactively heading off 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 support expectations
＊Please include People management & development experience with numbers in your Resume.
Key job responsibilities
Operation Management including KPIs
People Management
People Development
Team Engagement
A day in the life
1 on 1 with team members
Weekly Business Review
Metrics review and Execute Action Plans
Meeting for People Management, Team Engagement
Urgent escalation handling
Basic Qualifications
- Ability to stay focused and keeps up with our continuous and fast-paced growth
- Ability to write, read and speak fluently in English language (Mandatory)
- Ability to write, read and speak fluently in Japanese language(Mandatory)
- 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, necessary 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
- Must be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving with an unrelenting passion for 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 an extremely 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 manage and drive process related automation with technical team where needed
Preferred Qualifications
- Master’s degree or MBA
- Knowledge of Six Sigma/Lean Processes
- Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)
- Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement
- Ability and desire to relocate to take advantage of future growth opportunities
- Strong communication and presentation skill
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.