Amazon’s expanding Logistics products and services (e.g. Amazon Logistics, Global Specialty Fulfillment, and Amazon Delivery Technology) are creating new customer segments, including drivers, recipients, shippers, property managers, global sellers and storage owners. Shipping and Delivery Support (SDS) is a customer service organization dedicated to create world class support for these new customer segments.

To achieve our mission SDS is seeking a Operations Manager who lead approximately 8 Team Managers and 160-200 Customer Service Associates; responsible for the overall direction and performance of the teams
- Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets
- Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
- Manage the career growth and development of the Customer Support team by driving focus on Amazon’s Leadership Principles
- Responsible for Training employees; planning, assigning, and directing work; rewarding and disciplining employees; resolving conflicts; staffing; and development of employees, Standard Operating Procedures, high quality and productivity within the department
- Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments

Operations and Project Management
- Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
- Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives
- Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization
- Works to build and maintain customer trust
- Solving complex customer support issues and proactively heading off negative service trends.
- Identifying and eliminating root cause barriers to accuracy, productivity, and quality
- Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures
- Developing and achieving performance goals and objectives in order to achieve customer support expectations
＊Please include People management & development experience with numbers in your Resume.



Key job responsibilities
Operation Management including KPIs
People Management
People Development
Team Engagement

A day in the life
1 on 1 with team members
Weekly Business Review
Metrics review and Execute Action Plans
Meeting for People Management, Team Engagement
Urgent escalation handling