Amazon’s mission is to be Earth’s most customer-centric company. Concessions Abuse Prevention (CAP) which is part of the ASCS, exists to ensure good customers have a friction free concessions experience when transacting with Amazon, and stop bad actors from taking advantage of Amazon's generous concession policies.
The Sr. Manager – Operations will be responsible for setting the direction and enabling leaders in managing the Org Units (OUs) that you manage. You will lead a large team of 1000-1400 associates, team managers, and operations managers to improve customer experience, increase productivity and maintain service levels. This is a senior-level management position that is fully accountable for the results of your Org within the CAP India Operations team.
Key job responsibilities
1. Owner of customer experience quality and service delivery for your team and for driving the overall direction, development and evaluation of the teams under management. Understand and demonstrates Amazon’s core values and Leadership Principles and mentor others on the same. Hires, manages, and develops high performing teams. Identifies individual strengths of team members and actively fosters career advancement within Amazon.
2. Solves complex customer service issues by proactively identifying and eliminating root cause barriers to accuracy, productivity, and quality.
3. Is able to appreciate technical systems in a complex automated environment and is able to develop new processes to better service multiple work types.
4. Is able to work evaluate work processes using Kaizen, Lean, DMAIC, and other improvement methods to deliver an exceptional customer experience.
5. This position requires a candidate who has the ability to dive deep to include root cause analysis and develop action plans in support of driving process improvements and keep pace with our explosive growth while motivating others to meet the challenges of a performance based culture in an extremely deadline-driven environment.
6. The role requires working with stakeholders across teams within and outside India and driving global programs and initiatives. Experience of leading Projects at a global scale, ability to balance data and judgement for managing high risk decisions.
7. The role will also require someone who is passionate about investment in people at site level by driving programs/initiatives for engagement with a large people focus to enable the growth and well being of the team.
8. Demonstrates ability to influence, manage, and present ideas via clear written and oral communication and able to overcomes time zone and geographic distance to drive cross functional initiatives and complexity of multiple lines of business.
About the team
Concessions Abuse Prevention (CAP) which is part of the Customer service vertical, exists to ensure good customers have a friction free concessions experience when transacting with Amazon, and stop bad actors from taking advantage of Amazon's generous concession policies.
We are open to hiring candidates to work out of one of the following locations:
Hyderabad, TS, IND
Graduate with 15+ years of overall experience - The candidate should have a strong commitment to leadership, employee development and demonstrated ability to manage large high performance teams.
• Demonstrated familiarity with general principles of workflow in an inbound contact center, and current technologies to help manage that workflow.
• Demonstrates flexibility in work hours based on business need and displays high tolerance to ambiguity and dynamic changes.
• Experience with the full staffing lifecycle, including interviewing, hiring, performance management, promotions and terminations.
• A completed Bachelor’s Degree from an accredited university in operations, or a related field, is required.
• Direct management experience in leading large teams/operations in. leadership roles or Manager of Manager role in a fast paced, rapidly changing environment.
Understanding of Lean and Six Sigma, and a keen interest in and familiarity with technical systems and a high degree of analytical capabilities.
• The candidate should have a specialized skill set in running large scale production operations, preferably in a contact center environment.
• Additional degree either an MBA or Masters in Operations, Supply chain or a related field is desired
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