Operations Manager, Amazon Business Customer Service
Amazon Business Customer Service (ABCS) is seeking a dynamic and motivated leader to drive CS operations strategy for the customer service team.
The individual will be responsible for operations management to improve customer experience and optimize costs.
Amazon Business combines the selection, convenience and value customers have come to know and love from Amazon, with new features and unique benefits that address the needs of businesses.
Amazon Business is re-inventing the way businesses shop.
Launched in April of 2015, we are applying the same entrepreneurial and innovative approach that delivered the Amazon.
com shopping experience, new technologies, and products.
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.
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 the ability to think outside of the box to solve complex problems are key to success.
The life of an Operations Manager, ABCS includes, (but is not limited to):
Own the execution of ABCS roadmap and operations plan Own operational performance and all metrics/KPIs for US Amazon Business customer service with other organizations within Amazon Corporate Business owner for a CS operations team of 1000 Customer Service Associates spread across 7 locations Lead weekly business reviews with operations managers, group managers and other support teams for US Amazon Business CS Represent ABCS US in regional and global reviews within customer service and cross functional teams Advocate on behalf of the Customer during all business engagements to ensure a consistent and valuable experience.
Drive people, process, and technology initiatives to optimize the Customer Support experience end-to-end.
Use business analytics and intelligence to provide insight to all relevant stakeholders to create and drive change to improve the Customer experience.
Identify opportunities to develop and drive solutions to enable automated tools and applications for Customer self-service related to Help and Information.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
The individual will be responsible for operations management to improve customer experience and optimize costs.
Amazon Business combines the selection, convenience and value customers have come to know and love from Amazon, with new features and unique benefits that address the needs of businesses.
Amazon Business is re-inventing the way businesses shop.
Launched in April of 2015, we are applying the same entrepreneurial and innovative approach that delivered the Amazon.
com shopping experience, new technologies, and products.
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.
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 the ability to think outside of the box to solve complex problems are key to success.
The life of an Operations Manager, ABCS includes, (but is not limited to):
Own the execution of ABCS roadmap and operations plan Own operational performance and all metrics/KPIs for US Amazon Business customer service with other organizations within Amazon Corporate Business owner for a CS operations team of 1000 Customer Service Associates spread across 7 locations Lead weekly business reviews with operations managers, group managers and other support teams for US Amazon Business CS Represent ABCS US in regional and global reviews within customer service and cross functional teams Advocate on behalf of the Customer during all business engagements to ensure a consistent and valuable experience.
Drive people, process, and technology initiatives to optimize the Customer Support experience end-to-end.
Use business analytics and intelligence to provide insight to all relevant stakeholders to create and drive change to improve the Customer experience.
Identify opportunities to develop and drive solutions to enable automated tools and applications for Customer self-service related to Help and Information.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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