Operations Manager, Amazon Business Customer Service
Amazon Business is one of Amazon's fastest growing businesses, focused on enabling business customers to research, discover and buy business, industrial and scientific products in large catalogues.
Our customers include individual professionals, businesses and institutions that buy products in individual or bulk quantities to run their business smoothly.
Business customers have different and more complex needs than the traditional Amazon customer base.
Amazon Business launched in the US in 2015 and now live in 9 countries.
With our drive to reinvent on behalf of business customers, we are focused on building Amazon Business into the largest and most innovative Business-to-Business (B2B) marketplace in the world.
Amazon Business Customer Service (AB CS) is looking for an Operations Manager to lead a newly formed team servicing our large and strategic enterprises in US.
The successful candidate will work proactively and with limited guidance only to manage the operations, manage a team of leaders, improve the customer experience, reflect voice of customers, participate in high level process and technical solutions discussions, resolve or mitigate issues and risks, and communicate updates throughout the organization.
You are a strong leader who can influence executives, prioritize, communicate clearly and compellingly and understand how to deliver excellent results within a strong and talented team, as well as being able to drive change across other organizations.
The role requires innovative thinking and a strong customer and quality focus.
The successful candidate will be customer-obsessed, innovative, and excel at thinking big, while also driving the day to day support operations of a large, fast-growing organization.
Defining and implementing long term business strategies and scalable mechanism and the ability to think outside of the box to solve complex problems are key to success.
Responsibilities include, but are not limited to:
Operationo Own the execution of ABCS roadmap and operations plan for EOCS USo Own operational performance and all metrics/KPIs and collaborate with stakeholders within Amazon Corporateo Lead weekly/monthly/quarterly business reviews with operations managers, group managers and other support teams for EOCS USo Drive people, process, and technology initiatives to optimize the Customer Support experience end-to-endo Use business analytics and intelligence to provide insight to all relevant stakeholders to create and drive change to improve the Customer experience solutiono Identify opportunities to develop and drive solutions to enable automated tools and applications for Customer self-service related to Help and InformationStakeholder Managemento Represent ABCS EOCS in regional and global reviews within Customer Service and cross functional teamso Advocate on behalf of the Customer during all business engagements to ensure a consistent and valuable experienceo Work closely with Amazon Business stakeholders and Senior Executiveso Partner with business leaders to understand the challenges in the specific area and deliver timely and relevant insights to enable meaningful decisionsRequired skills and abilities:
Excellent organization, planning, and business skills alongside strategic thinking ability; able to see the big picture and how it connects to the details Significant experience in leading teams, whether directly or indirectly Innovative leader with the ability to identify opportunities and influence organizations to gain support and overcome resistance with data and persuasion Ability to make high judgement decisions, based on data and customer impact assessment, for real time issues that impact the CS operations teams Ability to utilize exceptional problem-solving skills to work through difficult challenges Ability to set and prioritize one's own work agenda and drive team progress in key areas by being proactive, detail oriented, and a strong team player.
; capable of rolling-up sleeves and getting hands dirty.
Superior verbal and written communication skills, able to convey complex ideas in a clear, concise manner Ability to influence and align diverse stakeholders to manage risk and change in fast-moving environments Comfortable with dealing with high levels of ambiguity Attention to detail.
Estimated Salary: $20 to $28 per hour based on qualifications.
Our customers include individual professionals, businesses and institutions that buy products in individual or bulk quantities to run their business smoothly.
Business customers have different and more complex needs than the traditional Amazon customer base.
Amazon Business launched in the US in 2015 and now live in 9 countries.
With our drive to reinvent on behalf of business customers, we are focused on building Amazon Business into the largest and most innovative Business-to-Business (B2B) marketplace in the world.
Amazon Business Customer Service (AB CS) is looking for an Operations Manager to lead a newly formed team servicing our large and strategic enterprises in US.
The successful candidate will work proactively and with limited guidance only to manage the operations, manage a team of leaders, improve the customer experience, reflect voice of customers, participate in high level process and technical solutions discussions, resolve or mitigate issues and risks, and communicate updates throughout the organization.
You are a strong leader who can influence executives, prioritize, communicate clearly and compellingly and understand how to deliver excellent results within a strong and talented team, as well as being able to drive change across other organizations.
The role requires innovative thinking and a strong customer and quality focus.
The successful candidate will be customer-obsessed, innovative, and excel at thinking big, while also driving the day to day support operations of a large, fast-growing organization.
Defining and implementing long term business strategies and scalable mechanism and the ability to think outside of the box to solve complex problems are key to success.
Responsibilities include, but are not limited to:
Operationo Own the execution of ABCS roadmap and operations plan for EOCS USo Own operational performance and all metrics/KPIs and collaborate with stakeholders within Amazon Corporateo Lead weekly/monthly/quarterly business reviews with operations managers, group managers and other support teams for EOCS USo Drive people, process, and technology initiatives to optimize the Customer Support experience end-to-endo Use business analytics and intelligence to provide insight to all relevant stakeholders to create and drive change to improve the Customer experience solutiono Identify opportunities to develop and drive solutions to enable automated tools and applications for Customer self-service related to Help and InformationStakeholder Managemento Represent ABCS EOCS in regional and global reviews within Customer Service and cross functional teamso Advocate on behalf of the Customer during all business engagements to ensure a consistent and valuable experienceo Work closely with Amazon Business stakeholders and Senior Executiveso Partner with business leaders to understand the challenges in the specific area and deliver timely and relevant insights to enable meaningful decisionsRequired skills and abilities:
Excellent organization, planning, and business skills alongside strategic thinking ability; able to see the big picture and how it connects to the details Significant experience in leading teams, whether directly or indirectly Innovative leader with the ability to identify opportunities and influence organizations to gain support and overcome resistance with data and persuasion Ability to make high judgement decisions, based on data and customer impact assessment, for real time issues that impact the CS operations teams Ability to utilize exceptional problem-solving skills to work through difficult challenges Ability to set and prioritize one's own work agenda and drive team progress in key areas by being proactive, detail oriented, and a strong team player.
; capable of rolling-up sleeves and getting hands dirty.
Superior verbal and written communication skills, able to convey complex ideas in a clear, concise manner Ability to influence and align diverse stakeholders to manage risk and change in fast-moving environments Comfortable with dealing with high levels of ambiguity Attention to detail.
Estimated Salary: $20 to $28 per hour based on qualifications.
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