Operations Manager

Operations Manager

Amazon Operation Services Philippines, Inc.
2-5 years
Not Specified

Job Description

Job summary
Amazon's mission is to be earth's most customer-centric company--and the Customer Service Operations Manager is at the forefront of that mission.
We work towards a single goal: to ensure the best possible experience for our customers. To do that, we empower our people to think like owners and solve problems right the first time. As a team, we are focused on continuously improving and setting new standards in customer support. You need to love developing individuals at all stages of their careers, and not be afraid to get your hands dirty. You have to thrive in the type of environment that is constantly going and growing. In the words of Jeff Bezos 'Many of the problems we face have no textbook solution, and so we-happily-invent new ones.' Can you develop leaders, put out fires, and deliver on initiatives that involve senior leadership, all before lunch Then Amazon may be the place for you.
A Day in the Life of an Ops Manager involves: - Leading and managing 5-6 direct reports and 400-600 indirect reports
. Diving into data to identify the root of a problem and solving it (no matter how large or small the scale)
. Managing workflow, escalations and effectively delegating across your leadership team
. Driving the creation of staffing plans, schedules, quality/process change initiatives, and Lean/Kaizen activities in our fast paced environment
. Ensuring the development of your direct and indirect reports as you continue to raise the bar on talent
. Being prepared to jump on a call and present to senior leadership at a moment's notice
. Professional English Proficiency
. Bachelor's Degree in a quantitative field (engineering, economics, math, statistics)
. Experience building and analyzing models using various statistical tools for forecasting and optimization.
. 2+ years experience in analysis required.
. 5+ years as a people manager with excellent people management skills.
. Proficient in Microsoft Excel.
. Must be in good standing with HR
. MBA preferred
. Project Management knowledge preferred
. Analysis experience in Customer Service or Operations preferred
. Operations Research or Capacity Planning experience strongly preferred
. Some programming experience is a plus to automate tools whenever appropriate
. Basic/Working knowledge of Six Sigma tools and Lean techniques preferred
. Experience utilizing SQL
. 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 speaking-listening-writing skills, attention to details, proactive self-starter
. Ability to work successfully in a dynamic, ambiguous environment
. Ability to meet tight deadlines and prioritize workloads
. Ability to develop new ideas and creative solutions
. Exceptional influencing and leadership skills

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