Ops Support Manager, NACF-PPT , GSRC
DESCRIPTION
Amazon is an E-commerce and Cloud Computing company with headquarters in Seattle, Washington. Since 1995, Amazon has focused on being “the world’s most customer centric company.” Our customers are worldwide, and include not just consumers, but also our sellers and vendors (selling partners). World-class retail brands and individual sellers increase their sales and reach new customers by leveraging the power of the Amazon e-commerce platform. To meet our selling partners’ needs, our smart, diverse, customer-obsessed employees are constantly innovating and building on new ideas.
The Strategy team delivers labor planning and staffing solutions in a real-time environment for NACF Operations. The Strategy team strives to solve the most pressing problems within Amazon’s supply chain, delivering programmatic solutions and sustainable processes. We are a centralized team, dedicated to the supporting the business via capacity planning, labor strategy, and organizational development. The SCSS team is seeking a highly skilled and motivated associate to support centralized Week 0 initiatives across multiple NACF networks.
Key job responsibilities
Key Job Responsibilities: A GSRC Ops Support Expert Manager manages a team of up to 20 people, including operators and/ or process experts. The candidate will coordinate work inflow, priorities and timelines with the NASC counterparts and customers. The candidate will be the IN-escalation point and will use the internal processes to drive escalation resolutions. The basic responsibilities include, but not limited to –
• Develop teams, SMEs/ICs by setting SMART goals and driving developmental plans. Provide regular coaching and feedback and help them grow on functional and leadership skills;
• Anticipates and manages attrition ahead of time by retaining talent and hiring top talent fit for the role;
• Ensure direct team members adhere to their schedules by punching in and out on time daily, accurately tracking their activities as productive or non-productive and applying leaves on the amazon portal to avoid impact to Utilization and productivity.
• Assigns work to team members, analyzes data trends for planning shifts, ensuring process hygiene;
• Onboards new processes and estimates required headcount to complete scope increase;
• Own metrics and processes aligned with NASC business goals;
• Establish processes for measuring, tracking, and reporting business KPIs in business forums. Drives metric continuous improvement;
• Acts as escalation point for the IN team and uses data to deep dive in escalation root cause, understand process gaps and addresses them systematically;
• Serves as escalation point and point of communication with Site Operations leaders in US;
• Analyzes defects and develops standard processes to address the gaps;
• Build and scale process-related solutions both internally and with the US team execution managers, driving adoption across cross-functional teams;
• Review SOPs, processes, and tools to ensure that proactive changes have a positive impact on process and team performance;
BASIC QUALIFICATIONS
• Graduation in any discipline
• Comfortable working with multiple stakeholders in a fast-paced environment.
• Proficiency in verbal & written business communication in English.
• Proficiency with MS Excel and good working knowledge of MS Office, MS Outlook;
• Minimum 4 years’ experience in managing people and large teams;
• Responsible for performance and development of a downstream team of at least 15 to 20 people in operations;
• Strong analytical ability and attention to detail;
PREFERRED QUALIFICATIONS
• Knowledge of VBA, SQL and Data Warehouse is a plus
• Minimum 2 years in independently managing a function
• Master of Business Administration from tier 1/tier 2 college Lean Six Sigma Green Belt/ Black Belt PMP/Prince Certified