Job Description

DESCRIPTION

Amazon's mission is to be earth's most customer-centric company--and the Customer Service Operations Manager is central to that mission. We work towards a single goal: to ensure the best possible experience for our customers. To do that, we empower our people to think like owners and solve problems right the first time. As a team, we are focused on continuously improving and setting new standards in customer support.

The ideal candidate will love developing, coaching, and supporting individuals at all stages of their careers. You have to thrive in the type of environment that is constantly going and growing. In the words of Jeff Bezos: Many of the problems we face have no textbook solution, and so we happily invent new ones. Can you develop leaders, rapidly respond to changing priorities, and collaborate on initiatives that involve senior stakeholders in a quick paced environment? Then Customer Service Operations Manager within Amazon may be the role for you.

People Management Responsibilities:
Lead and manage teams of 3-6 Customer Service (CS) Managers (Supervisors) and 300+ Customer Service Associates; responsible for the overall direction and performance of the teams.
Carry out supervisory responsibilities in accordance with Amazons policies and procedures. Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
Effectively build productive working relationships with direct reports, peers, leadership, and other departments.
Manage the career growth and development of the CS Manager team by driving focus on Amazon's Core Values. Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as a role model.

Project Management Responsibilities:
Solving complex customer service issues and proactively preventing negative service trends.
Identifying and eliminating root cause barriers to accuracy, productivity, and quality.
Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
Developing and achieving performance goals and objectives in order to achieve customer promise expectations.
Managing workflow, escalations and effectively delegating workload across the leadership team.
Participating in business leadership meetings; developing and driving strategies and programs which improve the competitive position and profitability of the organization.
Driving creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives.

The pay range for this position in Colorado is $86,100 - 129,200 yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the Colorado Equal Pay Act. Base pay information is based on market location. Applicants should apply via Amazon's internal or external careers site.

BASIC QUALIFICATIONS

Bachelors degree with 3+ years experience in a related role
OR a minimum of 7 years experience in a related role.
5+ years experience in Operations with progressively increasing responsibility
5+ years of leadership experience
Advanced knowledge of Excel
Project Management experience
Strong verbal and written communication skills

PREFERRED QUALIFICATIONS

Masters degree or MBA
Knowledge of Six Sigma/Lean Processes
Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)
Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement
Ability and desire to relocate to take advantage of future growth opportunities

The pay range for this position in Colorado is $86,100 - 129,200 per year; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the Colorado Equal Pay Act. Base pay information is based on market location. Applicants should apply via Amazon's internal or external careers site.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.