Manager – Amazon Jobs

Job Type: Manager from home
Location: Georgia work from home
Company: Amazon

Amazon strives to be the most customer-centric business in the planet, and we are always enhancing the way we process and deliver orders for customers. By continuously innovating and offering best-in-class customer assistance as we grow our logistics goods and services, our aim is to go above and beyond expectations. We have developed a team of customer care representatives based at delivery stations to enhance the customer experience. This team enables real-time, hands-on research into the whereabouts of a product and how Amazon can deliver it to a customer as quickly as feasible. Furthermore, it gives clients access to neighborhood specialists who can give them the most precise and recent information regarding their products and how Amazon is handling any potential delivery issues affecting them.

Responsibilities:

To help spread this innovative approach to customer care throughout AMER, Shipping & Delivery Support (SDS) is seeking a Senior Delivery Station Customer Support Operations Manager (US, CA, MX and BR). You will supervise several group and team managers in this leader of leaders position as they serve a network of 600 Customer Service Associates spread throughout delivery stations in the US, Canada, Mexico, and Brazil. You’ll be working in a fast-paced atmosphere with many fresh challenges and chances every day. As a member of the senior leadership team, you will assist in the development of new procedures to enhance the customer experience. To create and implement a dynamic type of customer service model, you should possess great strategic, business, and communication skills as well as the ability to collaborate with senior leaders, IT teams, business stakeholders, and legal owners. Regular interaction and communication with high management will be required for this position. Success will depend on your ability to coordinate amongst teams, manage projects, and deliver presentations at the executive level. Additionally needed are the skills to digitally manage remote teams and travel as necessary.

• Ensure that operational excellence is implemented throughout AMER by: Tracking outcomes and goal-achieving progress
• Working and partnering with cross-functional teams to promote ongoing improvement
• Ensuring that best practices are distributed to all AMER nations
• Defining and modifying the operational strategic vision for AMER

Requirements:

BASIC REQUIREMENTS

• Degree holder
• Five or more years of experience managing a team of 600 to 750 workers while overseeing an operational organization.
• 5+ years of expertise in performance and people management.
• Knowledge of management techniques used in contact centers or environments similar to them, including common planning techniques and important metrics.
• Able to travel as needed for work (around 50% of the time), both domestically and internationally.

FAVORABLE QUALIFICATIONS

• MBA or a master’s degree.
• 5–10 years of managerial experience.
• Program management experience of one to two years.
• Certified in Lean Six Sigma.
• Being at ease interacting with people of all backgrounds and contributing to an inclusive culture
• Success in operational management, operational improvement, and operational change that can be verified.
• Shown management and development experience with three levels of management and their immediate reports. navigating these stages without being directly supervised in the field
• Proven coaching and leadership abilities, as well as documentation of internal career advancement and growth inside the organization and the use of tested succession planning models.
• Excellent verbal and written communication abilities, both in person and across distance.
• A track record of successfully implementing, completing, and communicating at the executive level on significant projects.
• A track record of producing strategic plans intended to spur scaled-up improvements

Amazon is dedicated to creating an inclusive and diverse workplace. Amazon is an equal opportunity employer and does not discriminate against applicants or employees based on their race, national origin, gender, gender identity, sexual orientation, protected veteran status, handicap, age, or any other legally protected status. Visit https://www.amazon.jobs/en/disability/us to submit a request for an accommodation if you have a disability.

We will take eligible applicants with arrest and conviction records into consideration for employment in accordance with the Los Angeles Fair Chance Ordinance.

We will take eligible applicants with arrest and conviction records into consideration for employment in accordance with the San Francisco Fair Chance Ordinance.

In order to work in New York City, employees must either provide documentation of complete COVID vaccination or request and be granted a reasonable accommodation, such as a religious or medical accommodation, in order to interact with the public or do in-person employment.