Sr. Manager, Customer Service Operations
Amazon.com
Cape Town, ZA
3d ago

Overview and Responsibilities : Amazon.com, Inc. (NASDAQ : AMZN), a Fortune 500 company based in Seattle, opened on the World Wide Web in July 1995 and today offers Earth's Biggest Selection.

Amazon.com, Inc. seeks to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavours to offer its customers the lowest possible prices.

The Sr. Manager - Operations will be responsible for setting the vision and direction of your teams at our South Africa Customer Service Contact Centre.

You will lead a large team of 1,500 associates or more to improve the customer experience, increase productivity and maintain service levels.

The 24 / 7 contact centre / s provide support to multiple global business units. This is a senior-level management position that is fully accountable for the results of the reporting teams.

Key responsibilities :

  • Responsible for the overall direction, coordination, and evaluation of the teams under management, be it at brick and mortar or virtual locations.
  • Understands and demonstrates Amazon’s core values and Leadership Principles.
  • Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures.
  • Mentors others in developing leadership behaviours. Hires, manages, and develops high performing teams.
  • Identifies individual strengths of team members and actively fosters career advancement within Amazon.
  • Actively seeks to understand Amazons core business values and initiatives, and translates those into everyday CS practices.
  • Work with the General Manager and senior leadership team to determine strategy, and to ensure that South Africa customer service achieves overall goals
  • Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision-
  • making. Understands how to position the organization for success.

  • Effectively applies best practices to all strategic decisions.
  • Solves complex customer service issues by proactively identifying and eliminating root cause barriers to accuracy, productivity, and quality.
  • Maximizes resources for the greater good of the organization.
  • Shapes the direction of the team, keeps them focused and motivated to deliver the right results in an ever changing business environment.
  • Maintains a complete and thorough understanding of technical systems in a complex automated customer service centre.
  • Implements change or develop new processes as necessary to provide the ability to better service multiple work types.
  • Continually measures and evaluates all work processes using Kaizen, Lean, DMAIC, and other improvement methods.
  • Develops and achieves performance goals and objectives in order to deliver an exceptional customer experience.
  • This position requires a candidate who has the ability to dive deep to include root cause analysis and develop action plans in support of driving process improvements and keep pace with our explosive growth while motivating others to meet the challenges of a performance based culture in an extremely deadline-driven environment.
  • Demonstrates ability to influence, manage, and present ideas via clear written and oral communication.
  • Demonstrates emotional maturity and grace under pressure in all communications.
  • Builds positive productive relationships with many stakeholders and partners around the world.
  • Overcomes time zone and geographic distance to drive cross functional initiatives and ensure compliance with business policies.
  • Deals with the complexity of multiple lines of business and regions.
  • Acts as the thought leader and strategist for Customer Services.
  • Develops and drives strategies and programs which improve the competitive position of the Company.
  • Demonstrates flexibility in work hours based on business need.
  • A bachelor's degree, or higher in operations, business or a related field, is required.
  • The ideal candidate will have at least ten years or more executive and senior management experience in a fast paced, rapidly changing operations environment.
  • The ideal candidate will have a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma with strong track record in continuous improvement methods such as Kaizen, Lean, DMAIC, etc. being required
  • A keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence.
  • Demonstrated ability managing and developing large high performance teams of associates / leaders is required.
  • Demonstrated familiarity with general principles of workflow in an inbound call / email centre, and current technologies to help manage that workflow.
  • Must possess exceptional analytical capabilities.
  • The candidate should have a specialized skill set in running large scale production operations, preferably in a contact centre environment.
  • Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required.
  • An MBA or equivalent Master’s degree.
  • German language proficiency would be an added benefit as the role engages with EU leaders and leadership of German Customer Service team
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