Overview
Operations Manager III - SEPO, SEPO, Perfect Order Experience Operations. Leads a team of managers (manager of managers), overseeing a team size of approximately 200-250 employees. Leverages Amazon infrastructure to develop new controls that reduce bad actors with minimal disruption to good selling activity. Accountable for independent discretionary decisions with significant bottom-line impact. Sets goals and is responsible for improvements in metrics for fraud prevention, user experience, and perceived safety for the site. Manages business-level escalations, with customer interaction and reporting to senior leadership at Amazon.
Basic Operations: Drives results in a production environment and collaborates with teams across sites to meet operational metrics of quality, productivity, and service levels. Sets goals and vision for the function(s) and can lead cross-stakeholder projects influencing the broader POE team and stakeholders. Drives Product Quality Ops strategy across the organization at different forums.
People management: Creates mechanisms for employee growth and development, enabling next-level managers, succession planning, and talent development. Involved in hiring for the team and for other global Amazon functions. Represents the team in the appraisal process and manages the organization structure to meet current scale and future growth.
Process Improvements: Drives innovation to remove operational inefficiencies and enhance existing SOPs. Identifies and leads cross-team projects, develops new metrics, and drives the creation of new tools. Networking: Engages with multiple internal and external stakeholders to align goals and establish effective communication channels across teams.
Responsibilities
* Lead a team of managers and an overall operations team of 200-250 employees.
* Ensure high quality and high volume productivity within the function.
* Provide guidance and mentorship across leadership levels and serve as a strong example and role model.
* Develop employees and their skill sets to expand team capabilities and provide growth opportunities, including succession planning at all levels.
* Manage and execute defined metrics and quality, maintaining clear metrics on investigation handling volumes, performance, and decision quality.
* Achieve operational excellence and drive process improvements in service level agreements (SLAs).
* Analyze key levers of the business to identify trends and proactively address root causes of defects.
* Measure and drive operational efficiencies across processing areas while improving internal and external customer experience and reducing cost to serve.
* Demonstrate exceptional leadership, analytical, managerial, interpersonal, and project management skills; blend operations, product management, customer service, global strategy, finance, and usability.
Key to success in this role include exceptional leadership, analytical, managerial, interpersonal, and project management skills. This role blends operations, product management, customer service, global strategy, finance, and usability.
BASIC QUALIFICATIONS
* Bachelor's Degree graduate
* 7+ years of operational and/or retail management experience
* 7+ years of team management experience
* Experience using data to influence business decisions
PREFERRED QUALIFICATIONS
* 8+ years of managing medium to large size cross-functional teams experience
* Our inclusive culture empowers Amazonians to deliver the best results for our customers.
* If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
* Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
#J-18808-Ljbffr