ASCS Ops Manager I (A), ASCS - Remote Eligible

Operations Manager II

ASCS is a customer service organization dedicated to create world class support for all Amazon Logistics customer segments. To achieve our mission ASCS is seeking an Operations Manager II to programmatically manage ASCS teams. This is an opportunity for you to build best in class customer service via leading leaders in a rapidly growing team. The Operations Manager will be responsible for setting the vision and direction of your teams at our Costa Rica Contact Center. You will lead a large team of up to 200-300 specialists and OMIs to improve customer experience, increase productivity and maintain service levels. The contact center provides support to both the North American and European business units in email and phone 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. 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.

Key job responsibilities:

• Responsible for the overall direction, coordination, and evaluation of the teams under management.
• Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures and mentors others in developing Leadership behaviors.
• Hires, manages, and develops high performing teams. 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 OMI– 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 and 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.
• Maintains a complete and thorough understanding of technical systems in a complex automated customer service center. 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.