Amazon Worldwide Operations is the underlying fulfillment and customer service engine that ensures Amazon creating the same consistent, world-class customer experience every time. We are looking for high-potential, flexible, innovative, and forward-thinking professionals to join our India Operations team. Are you ready to drive high-visibility, strategic, revenue-generating projects as well as leverage Lean methodologies to lead Operational process improvement initiatives?
As a Sr. Operations Manager-Central Support (CST), you will lead the performance management for channels, process improvement projects, for both sellers and the network, to drive enhancements in key metrics related to Quality, Reliability, Cost and Speed. This role is a combination of Operations and Program initiatives. One of your key responsibilities will also be development of your team members. You will be accountable for your team’s performance on key performance areas, stakeholder management and work on tech initiatives. This position requires a candidate who has the ability to drive quality, productivity, and process improvements and keep pace with our growth whilst motivating others to meet the challenges of an extremely dynamic, customer-focused and metrics driven environment. The position will be crucial in driving operational excellence and achieving our customer service goals in the India market.
The ideal candidate actively seeks to understand Amazon core business values and initiatives, and translate those into everyday practices. They will be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem-solving skills with an unrelenting passion for excellent service to our Sellers. Strong communication skills as well as a strong technical and analytical aptitude are essential.
Key job responsibilities
1. The role will require extensive collaboration with Sellers, Product and Business teams, Supply Chain execution, and Transportation departments to identify and resolve operational challenges. The Sr. Ops manager will work closely with technology teams to implement necessary system improvements and drive innovation.
2. Candidate will be responsible for interaction across Amazon teams to reduce cost and improve speed for our customers.
3. To develop a roadmap and metrics to measure progress of the initiative they own. They will also own writing reports/documents that detail the progress to leadership on a frequent basis.
4. Work with technology teams to scope out and drive any tech changes that are needed.
5. The manager will oversee a team of up to 6 direct reports and 40 team members, implementing robust performance metrics and development programs. They will establish clear goals, conduct regular coaching sessions, and create engagement mechanisms to drive team’s success and be responsible for all communication to Leadership (Flash updates, WBR, QBR).
6. Set up robust processes to drive workforce forecasting accuracy with an objective to minimize cost and maximize customer experience.
7. Implement performance goals and evaluate against pre-set goals, implementing action plans to resolve performance barriers, as needed.
- 3+ years of employee and performance management experience
- Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- 1+ years of performance metrics, process improvement or lean techniques experience
- MBA from a reputed Tier -1 institution
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