Customer Service Senior Operations Manager
Amazon.com
Virtual Location - Mexico, MX
hace 5 días

The Customer Service Senior Manager will be responsible setting the vision and direction of your teams at our LATAM Customer Service / Contact Center.

You will lead a large team of up to 750 associates (450-500 off peak), team leads, customer service managers and operations managers to improve customer experience, increase productivity and maintain service levels.

You will also be leading the country CS Workflow and Training organizations, supporting the CS functions across multiple Operating Units.

The contact centers provide support to both the North American and European business units in phone and chat contact mediums.

This is a senior-level management position that is fully accountable for the results of the reporting teams at the customer service center.

Key responsibilities :

Responsible for the overall direction, coordination, and evaluation of the teams under management. 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 behaviors.

Hires, manages, and develops great talent. Identifies individual strengths of team members and actively fosters career advancement within Amazon.com.

Actively seeks to understand Amazon.com core business values and initiatives, and translates those into everyday CS practices.

Works with the GM Operations to determine strategy to achieve overall site goals. Shapes the direction of the team, keeps them focused and motivated to deliver the right results.

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.

Maximizes resources for the greater good of the organization.

Maintains a complete and thorough understanding of technical systems in a complex automated customer service center. Implements change or develops 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. This position requires a candidate who has the ability to drive process improvements and keep pace with our explosive growth while motivating others to meet the challenges of an extremely deadline-driven environment.

Demonstrates 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 Service’s email and chat capabilities.

Demonstrates flexibility in work hours based on business need.

Is able to drive performance all lead process improvement with teams not under her / his direct supervision. Has the ability to identify and form positive working relationships with stakeholders, and is able to proactively network within the organization, both locally and at an international level.

  • The ideal candidate will have a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma, and 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 teams of associates / managers is required. Demonstrated familiarity with general principles of workflow in an inbound call / email center, and current technologies to help manage that workflow.

  • S / he will have the ability to tackle challenging and novel situations in a daily basis with a high degree of ambiguity, and has proven track record of staying connected to the details of the projects / businesses, by drilling down on fuzzy information, refusing to accept generalizations or light-
  • weighted responses and knowing when to get involved without micromanaging.

  • The candidate should have a specialized skill set in running large scale production operations, preferably in a contact center environment.
  • A deep knowledge in continuous improvement methods such as Kaizen, Lean, DMAIC, etc are required.

  • The ideal candidate will have at least twelve years or more management experience in a fast paced, rapidly changing operations environment.
  • Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required. A bachelor's degree, or higher, in operations, or a related field, is required.

    The ideal degree would be in engineering, operations, supply chain or a related field. An advanced degree in a quantitative field is preferred (mathematics, stats, engineering, or science or an MBA).

  • Bachelor’s Degree in Administration, Industrial Engineering or any related fields.
  • Ability to understand the global vision and be able to make independent decisions.
  • Exceptional leadership, analytical, managerial, interpersonal, and project management skills. Experience with workforce management and training / quality in a large scale operations environment.
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