Sds Operations Manager

Basic Qualifications Graduate with at least 12 years of post qualification experience - 12+ years relevant experience managing customer service associates in the range 400-500 - Direct experience in Contact Center Operations (Customer Service, Technical Support, Sales, or Collections) - Strong oral (speaking, listening, interpretation) and written communication skills. - Able to work in an ambiguous, internet-speed environment. - Absolute passion for ensuring a great customer experience with every contact. - A record of driving projects to improve support-related processes. - Flexible work schedules (weekends and/or evenings) Job summary Overview: Amazon’s expanding Logistics products and services (e.g. Amazon Logistics, Global Specialty Fulfillment, and Amazon Delivery Technology) are creating new customer segments, including drivers, recipients, shippers, property managers, global sellers and storage owners. Shipping and Delivery Support (SDS) is a customer service organization dedicated to create world class support for these new customer segments. You will have a unique opportunity to have a significant impact within a fast-moving and growing last mile business. We value your deep operational and people oriented expertise and ability to define and execute your vision. If you desire to have wide impact on the future of Amazon’s operation workplace, we think you’ll like it here. Shipping and Delivery Support team has an opening for an Operations Manager, in a virtual role based in Hyderabad, India reporting to the Site leader. The Operations Manager will set the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, maintaining singular focus on ensuring and improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolutions. Overall responsibilities include: People Management - Leading and developing associates and team manager(s); responsible for the overall direction, coordination and evaluation of the team. - Identifying and eliminating barriers to accuracy, productivity, and quality of work. - Carrying out supervisory responsibilities in accordance with policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution. - Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken. - Owning and driving performance metrics with the team, to include the use of a Quality Assurance program to "Move the needle" Project Management: - Solving complex Drivers/ Customers service issues and proactively heading off negative service trends. - Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures. - Development, analysis and improvement of new strategies and procedures. The Operations Manager will have the ability to develop, plan, and implement short - and long-range goals. - Developing and achieving performance goals and objectives in order to achieve customer promise expectations. - Voice of the Customer/Driver: Summarizing and providing critical analysis to top 3 Driver/customer issues to be improved on a quarterly review cycles. Basic Qualifications - MBA degree or equivalent experience - 12+ years relevant experience managing customer service associates in the range 400-500 - Direct experience in Contact Center Operations (Customer Service, Technical Support, Sales, or Collections) - Strong oral (speaking, listening, interpretation) and written communication skills. - Able to work in an ambiguous, internet-speed environment. - Absolute passion for ensuring a great customer experience with every contact. - A record of driving projects to improve support-related processes. - Flexible work schedules (weekends and/or evenings) Preferred Qualifications: He or she will have strong experience with quality engineering, process improvement, and operational excellence. This leader will be known for his/her ability to communicate vision and drive execution and work seamlessly with both technical teams and business teams. He or she will have a strong reputation for attracting and developing the best talent. This leader will have the intellectual capacity to look at a wide array of options and identify what truly matters. He or she will be someone who stays connected to the details of his or her business. He or she will be an inspiring people manager and adept at quickly growing the organization. 12+ Years of Management Experience Experience with Last Mile Logistics or Customer Service industry Master’s degree o