- 5 or more yearsâ experience leading an operational organization in an environment, responsible for an overall team of 350-400 employees.
- Travel as needed across your network of Delivery Stations (20-35%)
- Excellent written and verbal communication skills both remotely and face to face.
- Proven evidence of success in operational management, operational enhancement and operational change.
- Proven experience of managing and developing two levels of management and their direct reports.
- Proven coaching and leadership skills including evidence of successful career progression and growth internally within operation and establishment of proven succession planning models.
- 5 years+ people and performance management experience.
- A proven track record of implementing, delivering large projects and communicating effectively an executive level.
Delivery Station Customer Support Operations Manager
At Amazon we’re working to be the most Customer-centric company on earth and we are constantly improving how we fulfill and deliver customer orders. Our goal is to exceed expectations by continually striving to innovate and provide best in class customer support as we expand our logistics products and services. To improve the customer experience we are establishing a group of delivery station based customer service associates that enables real-time, hands-on investigation of where a package is and how Amazon can get it to a customer as quickly as possible. Additionally, it provides customer access to local experts who can provide them the most accurate and up-to-date information about their packages and how Amazon is resolving potential delivery issues affecting them.
Shipping & Delivery Support (SDS) is looking for a Delivery Station Customer Support Operations Manager to help pioneer this new method of customer service across North America (NA). In this leader of leaders role you will manage multiple Group and Team managers supporting a network of ~400 Customer Service Associates across ~200 NA Amazon Logistics Delivery Stations. You will be working in a fast-paced environment where every day brings unique new challenges and new opportunities. You should have excellent business and communication skills and be able to work with senior leaders, tech teams, and business stakeholders as well as legal owners to develop and execute a new kind of Customer Service Model. This position will involve regular communication and engagement with senior management. Cross-team coordination, project management and executive level presentation skills will be key to success. The ability to lead remote teams virtually and travel as needed is also required.
- Six Sigma knowledge or similar models such as Lean are advantageous.
- A Bachelorâs degree or equivalent, MBA highly desirable
- 5-10 years of leadership and people management experience.
- Strong, self-driven leader with demonstrated ability to proactively drive, manage and grow an operations team.
- Strong project management and people management skills.
- Strong business sense and ability to create, communicate and achieve a vision.
- Experience driving improvement, innovating new processes and driving out waste.
Amazon is an Equal Opportunity-Affirmative Action Employer â Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation / Age
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