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Description

The Senior Operations Manager will be responsible for setting the vision and direction for an Amazon customer service team. In this role, you will lead a large team of operations managers, group managers, team managers, and associates to improve the customer experience, increase productivity, eliminate waste, and maintain service levels. This is a senior-level management position that is fully accountable for all aspects of the customer service team.

The Senior Operation Manager will understand and demonstrate Amazon’s core values and Leadership Principles, acting as a mentor to others in their development of leadership behaviors and as the main cultural ambassador of our customer service team.

Key job responsibilities

You will set the tone for the site culture, understand and demonstrates Amazon’s core values and Leadership Principles, and be responsible for the overall direction, coordination, and evaluation of the teams under management.

You will carry out supervisory and management responsibilities in accordance with the organization's policies and procedures and mentor others in developing leadership behaviors.

You will also be responsible for hiring, managing, and developing great talent, identifying individual strengths of team members and actively fostering career advancement within Amazon.com. A Senior Operations Manager translates Amazon.com core business values and initiatives into everyday customer service practices.

You will work with the Senior Site Leader to determine strategy to achieve overall site goals and shape the direction of the team, keeping them focused and motivated to deliver the right results.

You will combine deep cross-functional business understanding with a long-term strategic context for all decision-making. Understanding how to position the organization for success will be crucial in this role.

You will effectively apply all strategic decisions while maximizing resources for the greater good of the organization and maintain thorough understanding of technical systems in a complex automated customer service center.

A senior operations manager will drive process improvements and keep pace with business growth while motivating others to meet the challenges of a deadline-driven environment. You will support change implementation and the development of new processes as necessary to improve service to multiple work types and continually measure and evaluate all work processes using Kaizen, Lean, DMAIC, and other process improvement methods.

Your will demonstrate clear written and oral communication, as well as emotional maturity and grace under pressure.

Positive relationships will be built with many stakeholders and partners around the world and you will proactively build a strong support network, both locally and internationally. You will be able to overcome time zone and geographic distance to drive cross functional initiatives and ensure compliance with business policies while dealing with the complexity of multiple lines of business and regions, to include driving performance and leading process improvement with teams not under your direct supervision.

Finally, as a Senior Operations Manager you will also lead initiatives with national and local government and non-government organizations, as well as with supporting Amazon stakeholders, geared toward fostering an environment that enables growth.

We are open to hiring candidates to work out of one of the following locations:

Virtual Location - PHL

Basic Qualifications

The candidate will have at least 5 years of management experience in a fast paced, rapidly changing operations environment.

A bachelor's degree or 2 years of Amazon experience.

A proven track record of developing talent at multiple levels.

Working knowledge in Lean and Six Sigma.

Demonstrated ability of leading and managing large scale operations.

Preferred Qualifications

Experience with workforce management, training, and quality assurance in a large scale operations environment.

A degree in engineering, operations, supply chain, management or experience in a related field.

The ability to tackle challenging, unique, and ambiguous situations on a daily basis and a proven track record with reliance on data analysis.

Strong oral and written communication skills, as well as a strong technical and analytical aptitude.

The ability to think critically to make independent decisions.