Amazonian’s are always thinking about the bigger picture. Every position at Amazon offers the opportunity for employees to influence business decisions and shape the future. As a GSS Campaign Operations Manager, you will play the role as a front-line manager for a team, proximate size ~18-20, which builds marketing campaigns, supports quality check of campaigns across different languages and launches the campaign to the customers, as per inputs given by regional and global teams. You will be the owner of a specific global region and have operational efficiency goals on people, SLA, quality and productivity. You will be responsible for delivering the campaigns on time with the right quality and will be driving your team’s capacity planning on a weekly/monthly basis with a 6 to 12 months vision, working ahead on planning the infrastructure and resources. As a people manager, you will be responsible for your team’s performance and support their career growth. You will also be participating in hiring and grooming leadership talent pipeline. In this role, as an operations manager, you will also be working with the change implementation manager and GSS ACES/benchmarking team on implementing process improvements/automations, the tools and technology improvements to enable continuous improvement.
Key job responsibilities
Operations:
• Plan the execution of deliverables to meet/exceeds the business metrics.
• Identify & Setup internal goals tying up with the business goals.
• Identify the risks in operations and creates mitigation plans to carry business smoothly.
• Collaborate with the other teams within campaign operations creates synergies and implement best practices.
• Presents and own data for business reviews/meetings by documenting any issues/RCAs/action planning in functional area and owns specific action or change
• Identifies day-to-day operational problems and suggests tactical solutions
• Works with the tech team to implement the automation opportunities and drives the progress.
• Exhibits role model behavior in following the mechanisms and cadences and works towards continuous improvement.
Forecasting/Scheduling:
• Plans capacity according to the volume and sets up mitigation plans accordingly.
• Provides inputs for the annual operational planning.
• Analyzes incoming volume and identifies trends to highlight potential risks and challenges.
Quality:
• Owns the output quality of the processes and creates mechanisms to improve the overall quality.
• Contributes or Owns COE (Correction of Error) process by documenting any issues/RCAs/action planning in functional area and owns specific action or change
• Initiates and leads the process improvement projects by presenting challenges and potential solutions.
Stakeholder communications:
• Owns the weekly/monthly reviews with the partners/stakeholder.
• Provides support for the business reviews with the leadership.
• Studies the new business requests and validates the need, time, and transition plans.
• Handles and resolves any conflicts with process/business by working with the internal partners
• Communicates the problem statement with data on operational processes for internal and external stakeholders
• Interacts with multiple partners to communicate on operations and represents data/metrics information and project reviews
• Responsible for pre-scoped external/internal communication, i.e., recurring updates, blurbs, and reports
People Management:
• Demonstrates understanding of performance and leadership bar, applies it effectively to team members and to new hiring decisions
• Creates new launch plans for the new members and owns their progress. Help them to understand the Amazon culture and ease into the program.
• Provides coaching and feedback to direct reports weekly/monthly
• Set goals and assigns challenging work to direct reports in order to help them progress in the career.
• Holds the team members accountable for the tasks assigned to them.
• Works on performance improvement plans for the direct reports.
• Identifies top performers and creates backup and succession plan within the team to take up next level of responsibilities.
• Hiring of resources as per the process requirements and onboarding them.
• Sets up team building activities.
• Maintenance of data confidentiality within the teams.
• Career development training for direct reports to improve their skillsets.
• Reviews connections score and take necessary steps to improve them.
• Conducts Skip level meetings on quarterly basis.
• Owns talent review for their respective span.
A day in the life
Complexity of work:
Responsible for building a high-performance team that will achieve and exceed the charter and goals for the program
Understanding of various campaign operations tools and strategies, define new goals to increase the business impact.
Achieving program level goals irrespective of external dependencies
Ensure effective utilization of resources to drive high team efficiency
Provide inputs for OP planning
Drive process improvements and meet OP targets
Provide inputs for Opex reviews
Available for rotational shift if business requires to support On-call support
Graduate (any stream) with 6+ years of experience of which a minimum 3+ years in managing people.
Track record of meeting and exceeding high service delivery standards
Experience in driving process excellence and productivity improvement
Experience owning and building processes with limited guidance.
Experience independently conducting deep dives to aid problem solving, by identifying blockers and coming up with solutions.
Always look out for continuous process improvement opportunities globally, reducing SLAs, and should be able to independently drive these initiatives.
Demonstrated experience working with program managers and business teams.
Willingness to work flexible work hours.
Experience using data and metrics to measure impact and determine improvement.
Experience building and executing marketing programs
2+ years of knowledge/experience in marketing would be preferred
4+ years experience in managing process and operational escalations
Experience in SLA management
Exposure to process improvement/quality control tools and methods
Experience in understanding metrics and developing them, as required
Strong background in web search and familiarity with various ways used for searching for information
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.