1. Operations Planning:
• Working with AIT Leader to develop and execute strategic plans to optimize support and services team operations.
• Develop and implement robust operations plans aligned with organizational objectives.
• Collaborate with Operations Manager to align overarching strategy with day-to-day execution.
2. Performance Metrics:
• Conduct and responsible for weekly operations callouts to review key performance metrics in Weekly Business Review (WBR)
• Conduct and responsible for Monthly Business Reviews (MBR) to assess and prioritize long-term operational trends.
• Work closely with the AIT Program Managers to monitor progress and implement corrective actions to drive AIT operational goals’ achievement.
• Collaborate with the AIT Program Managers to translate insights into actionable improvements.
3. Change Management:
• Drive effective change management processes, ensuring strategic shifts are smoothly integrated.
• Effectively communicate strategic insights to teams.
• Partner with the Program Manager to adapt teams to evolving business requirements.
4. Continuous Improvement:
• Develop metrics to measure the effectiveness of audit operations strategies. Use this data to drive continuous improvement, ensuring our operations remain efficient and effective. Foster a culture of continuous improvement within AIT Operations teams.
• Work closely with the Program Managers to implement process enhancements on the ground.
5. Cross-Functional Collaboration:
• Collaborate with cross-functional teams/global stakeholders to ensure alignment of goals and smooth execution of operations. This will involve fostering healthy relationships and facilitating effective communication across the organization.
• Implement best practices in AIT operations, based on industry standards and benchmarks.
• Ensure the Operations Manager is aligned with the strategic direction in day-to-day operations.
About the team
Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform.
The AIT Program Manager is responsible for driving short term and long-term strategic projects by closely coordinating with business leaders. The role will require quickly learning operations to grasp the big picture in order to develop metrics, strategies and processes. You will be working with a number of stakeholders including Operations, Analytics, Policy, Technology teams to correlate business and operational outcomes, unlocking operational constraints and identifying opportunity to streamline the processes. This role requires high level strategic thinking, effective communication and deep-dive analytical problem solving.
- Bachelor’s Degree with 5+ years successful experience in Operations Management in a contact centre environment
- Excellent verbal and written communication skills, with the ability to clearly convey complex information
- Strong analytical skills, with a knack for interpreting data and making informed decisions
- Program and Project Management
- Strong interpersonal skills for liaising with various stakeholders, both internal and external
- Comfortable working independently and seeking guidance as needed.
- A proactive problem-solver, able to anticipate potential issues and implement effective solutions
- Comprehensive understanding of service operations and a track record of effective leadership
- Demonstrated ability in developing and implementing new strategies and procedures
- Lean and Six Sigma Competencies
- MBA in relevant field of Operations Amazon is an equal opportunities employer.