Cluster Manager, Amazon NOW

Job description

The mission of Payment Risk Operations team is to keep Amazon stores safe and trustworthy by protecting Customer accounts from takeover and fraud. As a key pillar within the Customer Trust and Partner Support (CTPS) organization, we protect Customer trust without harming the Customer experience and leverage technology with high judgement human decisions to do this at scale.

Payment Risk Workforce Management team is looking to hire an RTA (Real Time Analyst). The RTA will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming non email and email volume, agent performance and publish assignment adherence reports.

Key job responsibilities

A strategic and people leader for a large team, the cluster Manager of Amazon Now is empowered with complete operations responsibility for managing dark stores. She/he will work to create dark stores network, serve customers with best in class quick commerce experience and manage building level cost efficiencies, coupled with driving Regional/National level key Brilliant Basics Initiatives

A day in the life

- Ensure a safe work environment

- Lead and supervise a team of TL's as direct reportee's supported by PAs in Operations

- Responsible for the overall Quality, Productivity and dark store performance

- Appraise performance; resolve problems; and address staffing needs

- Review work forecasts and determine productivity requirements to produce/deliver during the day to meet the overall building objectives.

- Ensuring Building heath and inventory metrics with best in class quality metrics

- Collaborate with stakeholders. Taking up cross functionally the adoption of best practices.

- Proactively identify and lead process improvement initiatives

- Learn and understand the system interventions for order processing. Apprise teams down the line of new process implementation and control measures required.

- Carryout resources planning periodically and remove/reduce capacity constraints if any in coordination with Resource planning and Finance teams.

- Ensure best practices in people management and accountable for compliance, Connections and scorecards.

- Manage People and team development

- Create leaders and talent pipeline. Good stake holder management and project management skills

- Do cross functional and cross mile interfacing and take up for the best practices and initiatives