D2AS Operations Manager II (North America), D2AS WW Ops
DESCRIPTION
Are you passionate about improving customer experience? Do you live and breathe in a connected world? Are you attracted by Amazon’s Digital and Device products including Echo, Kindle eReaders, FireTV, Amazon Video, Gaming, Music, Alexa Voice Services and more? Does coordinating across teams, cultures and countries sound exciting to you?
If so, the Digital, Device and Alexa Support (D2AS) team is hiring an Operations Manager (m/f/d) for the Americas Operations in South Africa. The D2AS Operations Manager, is responsible for setting the vision and providing the overall leadership, direction, and operational guidance the team as well as supporting the overall success of Americas customers. He/she will be responsible for understanding D2AS customer experience, associate skills, headcount, capacity growth needs, and developing a strategy rethinking and creating how we provide this world-class technical support in a rapidly changing, complex and connected environment.
This role is virtual by design.
Key job responsibilities
Deliver Results
Set the vision and culture of the Team Managers and team by leading activities such as goals setting process, regular check-ins, expectation setting etc.
- Meet the Operational Quality, Productivity, Compliance adherence and other metric goals for span of control
- Advocate on behalf of customers by escalating impacting issues proactively.
People Management
- Effectively build productive working relationships with direct reports, peers, leadership, and other departments through 1:1s, staff meetings, CSA connects, roundtables and engagement activities etc.
- Role model and promote Amazon's Leadership Principles within teams. Conduct regular career growth planning discussions with teams.
Accessibility Contact handling and expansion of high complexity contact recommenders.
- Participate and encourage participation from team in regional level initiatives like Diversity, Equity and Inclusion (DEI), Community Engagement (CE) etc.
- Interviewing (L4+), training and motivating employees; planning, assigning and directing work; and effective conflict resolution.
- Respond to Voice of Associate (VoA)/ ‘My Voice’ operational call outs.
Process Improvements
- Conduct Gemba walks and identify process improvement ideas.
Escalate customer issues or act on ideas raised by TMs
Dive deep and reviews
- Provide WBR, MBR, QBR Inputs (RCA/ Actions plans) for their spans for operational KPI misses.
BASIC QUALIFICATIONS
5+ years of leading Technical Support teams management
4+ years of relevant experience in customer service leadership roles
Experience supporting teams to deliver cross functional projects
High verbal and written communication skills
Strong Technical and analytical aptitude
Experience of leading teams through change and creating employee satisfaction
Dedication to create customer satisfaction
Influencing skills
Ability to quickly adapt to changing priorities and generates innovative solutions in an extremely fast-paced environment
Self-starter who is able to prioritize and deliver on deadlines with minimal supervision
Experience in successfully managing remote customer service teams
PREFERRED QUALIFICATIONS
5+ years of relevant experience in people management and leadership
4+ years of relevant experience in customer service leadership roles
Experience supporting teams to deliver cross functional projects
High verbal and written communication skills
Technical and analytical aptitude
Experience of leading teams through change and creating employee satisfaction
Dedication to create customer satisfaction across teams in span of control
Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.