Operations Manager, Vcs, Customer Service

hace 2 semanas

Edo de México Servicios Comerciales Amazon M A tiempo completo

Bachelor’s Degree in a quantitative field (industrial engineering, business administration, economics, statistics)- 4+ years of experience as a people manager, managing multiple large teams; performance management; employee relations, hiring and developing team members; experience in managing at all levels.- 2+ years of experience in project management and/or analytics is required.- Extensive experience in process improvement (i.e. Lean); analyzing data and identifying trends; ability to translate data and trends into a vision, strategy and tactical plan.- Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.- Excellent communication (speaking-listening-writing) skills; ability to communicate in a variety of formats and venues in English and Spanish, attention to details, proactive self-starter.- Ability to work successfully in a dynamic, ambiguous environment.- Ability to meet tight deadlines and prioritize workloads.- Exceptional influencing and leadership skills.- Advanced Excel skills.Job summaryAt Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented and driven people. We are looking for an exceptional manager who is passionate about the Customer and Employee Experience, who thinks/acts globally, and who has the ability to contribute major innovations in the industry to join us as Customer Service Operations Manager (OMs).An OM leads a large team of up to 400 associates supporting a specific OU or marketplace, is accountable for operational and cost efficiencies, critical event handling and efforts to optimize labor. This role also ensures high quality and productivity within the team in order to achieve customer expectations. Proactively identifies gaps and opportunities.Key job responsibilities- Developing Talent to Deliver Results - Create individual development plans that develop strengths and target gaps, address career goals, and stretch employees to develop their capabilities. Prioritize and delegate tasks and activities; check on workload of employees before delegating; are sensitive to team members’ workloads and stress levels; act as a role model for work/life balance. Ensures the right people are in the right job. Focuses on creating a great place to work.- Manage the business - Constantly review and analyze key business metrics; take note of concerning trends and proactively implement corrective action plans. Achieve the staffing plan and manage attrition.- Driving Innovation/Improving Processes - Drive initiatives related to people, process, and technology to optimize the customer support experience end-to-end.- Ambiguity and complexity- Manage complex problems, decisions, and escalations.- MBA preferred.- Formal Project Management studies are preferred.- Experience in Customer Service, Operations Research or Capacity Planning is preferred.- Basic/Working knowledge of Six Sigma tools and Lean techniques preferred.- Ability to develop new ideas and creative solutions.- Experience working in matrix organizations; influencing without authority.- Global or multinational experience preferred; working with colleagues in different global regions.

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