CS Operations Manager II [A], Customer Service

Job description

Amazon is looking for an Acting Operations Manager II who will provide strategic and tactical leadership for approximately 240 associates with direct line management of around 12 Team Managers. This role requires defining metrics, goals, and long-term strategy while managing ambiguity and contributing to organizational planning.

Our overall mission is simple

we want Amazon to be the place where our customers can find, discover, and buy anything online. Whatever our customers want, we will find a way to deliver it. With your help, Amazon associates will deliver world-class service to our customers.

The number one priority for this role is ensuring associates deliver a world-class customer experience while building structures that enable teams to succeed independently. You will establish workflows, SLAs, and operational excellence mechanisms while serving as a strategic partner to cross-functional teams. You'll define vision, negotiate cross-team priorities, and make trade-offs between short-term tactical needs and long-term strategic goals.

The ideal Operations Manager II demonstrates measurable improvement in operational performance metrics, establishes process improvement mechanisms, and acts as a mentor to both managers and individual contributors. You will lead calibration activities, participate in strategic initiatives (1-3 year planning), and may provide input into OP1/OP2 planning processes.

Key job responsibilities

Leadership

Experience directly leading people managers

Experience interviewing and selecting candidates who meet Amazon’s high-performance bar

Demonstrated ability to develop and nurture leadership skills in others

Strong listening and communication skills

A positive communicator who can also handle difficult conversations when necessary

Clearly articulates Amazon’s mission, vision, and strategy

Confident in facilitating team discussions and sharing business updates

Maintains a high level of professionalism and approachability

Operational Delivery

Understands and takes ownership of the controllable aspects of service level performance

Uses data and insights to prepare and present metric reviews

Creates operational plans to support ramp-up/down periods and business launches

Acts as the operational liaison for business teams to represent the voice of the customer and contribute to process or policy changes

Builds and tests new approaches to service delivery

Continuous Improvement

Leads and participates in Kaizen and Gemba events to enhance the customer and associate experience

Uses data to identify ongoing improvement opportunities in service delivery

Takes action on issues escalated within the team and collaborates across the business to implement solutions