Job Description
DESCRIPTION
We are looking for a passionate and driven business leader to lead the BAC’s Customer Service team. They will create, lead, and implement the team vision, and serve as a customer service subject matter expert for initiatives that span business units and geographies.
At Amazon, we strive to be the earth’s best employer. To get there, we need exceptionally talented, bright, and driven people. The Amazon Corporate Security (ACS) Business Assurance Center (BAC) provides accurate, actionable information to the right people at the right time to support a safe, secure work environment. We are the first point of contact for all safety and security concerns, the coordination lead for incident triage and response, and the knowledge manager for related data. The BAC Customer Service (CS) team serves as the first contact point for Amazon corporate employees who need safety and security support. If you would like to help the BAC build a best-in-class organization to keep Amazon’s people, property, assets, and ideas safe, this is your chance to make history by joining our team.
The Operations Manager for CS will lead up to 100 agents, with a direct team of 4-6 supervisors. They will be accountable to lead their team in expeditiously resolving customer inquiries on first contact. Their team is globally dispersed and uses multiple modalities, including e-mail, chat, and phone. They are comfortable working in an ambiguous, fast-paced environment.
This role will require the selected candidate to ensure Supervisors’ priorities are focused on supporting their Operators, and their success. The Operations Manager will oversee the service delivery strategies of the teams they lead, thus enabling Supervisors to focus on supporting their people.
The Operations Manager will be responsible for the overall performance and operational delivery of the teams. This will require the Operations Manager to work with key support functions such as Workforce Planning, Quality Assurance, and Process Design to review performance trends and identify opportunities. They will take continual action to improve the service level and quality of performance of the Supervisors and Operators. The Operations Manager will be an escalation point for Supervisors and their direct reports to act on issues or barriers impacting the customer experience. The Operations Manager will be accountable for creating the input, actions, and representation of team performance in standard meeting routines such as metrics calls with Senior Leadership. They will also be a key partner for business teams to coordinate launches and craft communications for the broader network.
Key job responsibilities
- Lead a multi-modal (voice, e-mail, chat) contact center team
- Understand and own the controllable elements of service level delivery
- Use data and insights to prepare metric reviews
- Create operational plans to support volume ramp up and down as well as readiness for site launches
- Act as the operational representative for business teams to understand voice of the customer and partner in key process or policy changes
- Build plans to test and experiment new approaches to deliver bar-raising customer service
- Use data to identify areas of ongoing improvement in how service is delivered
- Analyze operations to identify key metrics and opportunities for improvement
- Participate in regular operational reviews and performance reporting. Includes coordinating with the necessary stakeholders, ensuring information is relevant, accurate, easy to consume, and conveys improvement opportunities
- Know how to nurture and develop leadership skills
- Confidently facilitate team discussions and communicate business messages
- Maintain a high level of professionalism and approachability
- Ability to travel both domestically and internationally – 25%
Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum. "
BASIC QUALIFICATIONS
- Bachelor’s degree, or demonstrated equivalent experience
- 3+ years experience as a leader (supervisory) in a customer service contact center
- 6+ years of overall work experience
- Demonstrated ability to manipulate and analyze data, then make operational adjustments
- Willingness to work outside of the "standard" work day to interface with team members on their shifts or in other time zones
Job Tags
Full time, Work experience placement, Shift work,