Operations Support Manager, Amazon Business Customer Service (ABCS)
DESCRIPTION
Are you passionate about improving the quality of experiences for both customers and associates? Do you like dive deep of understanding issues? Does coordinating across teams and countries sound exciting? If so, Amazon Business Customer Service (ABCS) Operations (Ops) Team is looking for a Operations Support Manager who will be able to use experience working with diverse groups of stakeholders to focus on the improvement of processes. Operations Support Manager will function as a liaison between Ops leadership and ops team, stakeholders and peer functions to maintain the smooth operations in order for ABCS team.
As a successful candidate, you are obsessed with the experience of our customers and CS Associates (CSAs). You work effectively with the product management and operations teams to continuously improve the customer and CSA experience. You contribute to the program’s vision, as well as work on prioritizing features, learning complex concepts quickly, and working efficiently with both domestic and global stakeholders across various disciplines. You are comfortable in taking smart action, failing quick, learning and iterating.
アマゾンビジネスカスタマーサービス (ABCS) オペレーション (Ops) チームは、ステークホルダーとの協業経験を活かしたプロセスの改善をご担当いただくオペレーションサポートマネージャーを募集します。オペレーションサポートマネージャーは、ABCS Opsチームの円滑な運営を維持するためのOpsチームとステークホルダー・社内の各部門間のリエゾンの役割を務めます。
業務を通して製品管理チームやOpsチームと効果的に連携し、カスタマーと CSアソシエイト両方のエクスペリエンスを継続的に改善できます。プログラムのビジョンに貢献するだけでなく、機能の優先順位付けに取り組み、複雑な概念を迅速に学習し、さまざまな分野の国内外のステークホルダーと効率的に連携します。
Key job responsibilities
- Serve as a subject-matter expert on the current state of the Customer Service Associate Experience through continual first-hand observation, dialogue with CSA and data analysis
- Work with operations manager to establish highest level standards and processes and execute experiments to development Customer Service Operations and seek best practices to meet long term scalability demands.
- Manage the Dynamic Demand Management (DDM) associates to maintain the issue handing operations
- Analyze the DDM operation and prepare the internal reports to the vertical leaders with insights for the improvements
- Lead weekly meetings with operations to keep the efforts relevant and in line with the needs of our Customer Service Operations.
- 継続的なヒヤリングやデータ分析を通じて、CSアソシエイトエクスペリエンス分野の専門家としての役割を果たします
- Opsマネージャーと連携して高水準のプロセスを確立、CS業務の開発、長期的なスケーラビリティの要求を満たすためのベストプラクティスを模索します
- ダイナミック・デマンド・マネジメント（DDM）アソシエイトメンバーのマネージャーとしてIssue解決業務を推進します
- DDM の運用状況の分析やInsightを含むリーダーシップ向けの社内レポートを作成します
- Opsチームとの定期ミーティングを主導し、CS業務のニーズにあわせた適切な取り組みを継続します
About the team
- Customer Service部門のご紹介
- 品川オフィスのご紹介
BASIC QUALIFICATIONS
- 1+ years of program or project management experience
- 1+ years of working cross functionally with tech and non-tech teams experience
- 1+ years of defining and implementing process improvement initiatives using data and metrics experience
- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
- Good verbal and written communication skills are crucial in both English (Business level) / Japanese (Native or JLPT N1)
- 1年以上のプログラムまたはプロジェクト管理経験
- 1年以上のtechもしくは非techチームとの業務上の連携経験
- 1年以上のデータや指標を使ったプロセス改善イニシアチブのデザインおよび導入経験
- 四年制大学卒業または同等の学位
- MS Excel 上級(Pivotテーブル、Vlookupなど)およびSQLスキル
- 日本語：ネイティブレベル、もしくはJLPT N1相当
- 英語：ビジネスレベル以上（流暢な会話・文書作成能力）
PREFERRED QUALIFICATIONS
- 1+ years of driving end to end delivery, and communicating results to senior leadership experience
- 1+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
- 1+ years of people manage experience
- 1年以上のEnd to End deliveryおよびシニアリーダーシップへの結果報告コミュニケーションの経験
- 1年以上のプロセス改善経験
- ステークホルダー管理、組織内の異なるレベルのステークホルダーとの協業経験
- プロセス構築、プロジェクト管理の経験
- 1年以上チームやスタッフを管理・監督した経験
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