Group Manager, Cxqo

Basic qualifications
- 5+ years people management experience preferably in an operations environment, 2+ years managing managers.
- A Bachelor’s Degree from a reputed university or 2+ years at Amazon in a management role
- Demonstrates flexibility in work hours based on business need

Job summary
Amazon Physical Stores is more start-up than big-company, a group of entrepreneurial, perceptive, and creative leaders with innovation at our core. We’re pushing the state of the art in helping customers shop in engaging, fast, and safe ways. To date we’ve created stores that let you use an app to enter, take what you want from our fresh selection, and go (Amazon Go); a smart shopping cart that uses computer vision algorithms and sensor fusion to let you skip the checkout line (Amazon Dash Cart); and contactless services that let you pay, enter or identify yourself (Amazon One). Note: The specific team is internally and tech focused to deliver scalable solutions.

Key job responsibilities
1. People Management
- Manage the local support operation. Includes, managing a team of 60 to 80 Associates and 3 to 4 Team Managers.
- Enable a self-driven, customer-focused and innovative team
- Enable Team Managers to exclusively focus on supporting their people, your role will be to oversee the operational delivery of the teams in your remit.

2. Operations and Project Management
- Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the team
- Drive creation of staffing plans and schedules
- Drive quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives
- Identifying and eliminating root cause barriers to accuracy, productivity and proactively heading off negative service
- Participate in business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the business
- Maintain strict confidentiality and follow all applicable Amazon policies for securing confidential information.

3. Coaching
- Use coaching to support the teams to achieve business or organizational results related to quality, productivity, compliance, and development
- Coach and develop Team Managers on career paths for internal promotions and job enrichment opportunities.
- Ensure closure and effectiveness of individual coaching feedback sessions, and one-on-ones that focus on customer experience and operational excellence

4. Performance Management
- Responsible for the overall performance and operational delivery of the teams, this will require to work with key support functions such as site Work Flow and Quality to review performance trends and opportunities and take action to improve the service level and quality of performance.
- Perform regular 1:1's with each of your Team Managers; promptly addressing any help required, performance or conduct concerns.
- Ensure successful site execution through tracking, reporting and feedback of emerging issues and associate performance and coordinating the response to various escalations.
- Use established processes to identify individual performance gaps and coach associates to meet and exceed expectations.
- Actively participates and represents team members in the annual performance review cycle.

5. Develop Talent
- Manage the career growth and development of Associates and Team Managers by driving focus on Amazon’s Leadership Principles
- Hires, manages, and develops high performing teams

A day in the life

Preferred Skills
- Post-Graduation specialization in Operations Management
- Experience in managing an operation lead process improvements though Lean process, Kaizen, and Six Sigma