Senior Site Leader, Customer Service, Amazon Stores Customer Service

Description

Amazon’s mission is to be Earth’s most customer-centric company, and our award-winning Customer Service team is a key part of that mission. The Customer Service team has a very clear purpose – to prevent, solve problems and delight our customers. Our team supports customers in 16 languages from more than 130 locations around the globe.

The Customer Service team is constantly innovating to raise the bar on customer experience. We play a critical role in listening to customers and escalating pain points to enable Amazon to improve and deliver world-class customer service.

As the Sr. Site Leader in Cebu City, Philippines you will be responsible for empowering your people to think like owners, and partnering on/or leading global initiatives to set new standards in customer support. You will have the opportunity to work with business teams across Amazon to give the customer a voice. You will oversee a large team of associates and managers.

The Sr. Site Leader, Operations provides end to end leadership for the Operations management team of either a large single or multiple site(s). This person will be in a senior-level management role and will be responsible for setting high standards and goals for the building(s), plus accountable that these standards and goals are achieved. This position requires a results-oriented, high-energy, dynamic individual with both stamina and mental quickness to be able to work and thrive in a fast-paced, high-growth environment.

Our Site Leaders are responsible for all safety, budgetary, people development and operations objectives for the site, which operates 24/7. Responsibilities include managing and leading a team of Operations Managers, coaching and mentoring the team to ensure performance objectives are met, building positive employee relations and building leadership bench strength within their site(s).

Key responsibilities:

• Oversees all activities at the site(s), to include: overall direction for the site, operations to attain operating goals at levels which meet customers’ needs and established financial benchmarks.
• Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision-making. Understands how to position the organization for success.
• Drives creation of quality and process change initiatives to enable their functional area and ultimately the site(s) to meet and exceed customer demands. Ensuring engagement of managers during the creation and implementation of changes.
• Responsible for the overall safety, quality, performance and customer experience of the operation.
• Will set and clarify requirements and expectations for Operations Managers. Measures performance, provides feedback, and holds managers accountable for their performance and the performance of the site.
• Takes proactive steps to ensure that best practices are shared across all departments, shifts and among the network.
• Works closely with support staff (HR, Finance, IT, Facilities, Safety, and other Site Leaders/General Managers) to build and secure support and resources for projects and initiatives, as well as providing needed support and resources for other network initiatives.
• Understands and demonstrates Amazon’s core values and Leadership Principles in leading the site.
• Deals with the complexity of multiple lines of business and regions.
• Acts as the thought leader for Customer Services.
• Develops and drives strategies and programs which improve the competitive position of the site and customer services.
• Demonstrates flexibility in work hours based on business need and in able to work through-out the Amazon peak periods of July and December annually.
• Ability to travel internationally as and when required.

Everyone who works for Customer Service is focused on preventing and solving problems for customers, from designing and developing self-service technologies, building and managing products and programs, to interacting directly with customers.

Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

Basic Qualifications

• A completed Bachelor’s Degree from an accredited university in operations, or a related field, is required or 2+ years Amazon experience.
• 10+ years direct management experience in leading large. teams/operations, including a salaried/hourly workforce, in a contact center, manufacturing, production or distribution environment.
• Experience with performance metrics and process improvement.
• Candidates must be flexible to work a variety of hours as business demands, including overnight, weekends and holidays.
• Experience with the full staffing lifecycle, including interviewing, hiring, performance management, promotions and terminations.
• A keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence.
• Demonstrated familiarity with general principles of workflow in an inbound contact center, and current technologies to help manage that workflow.
• Must possess exceptional analytical capabilities.
• Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required.

Preferred Qualifications

• Masters Degree or MBA preferred
• The ideal candidate will have a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma. A deep knowledge in continuous improvement methods such as Kaizen, Lean, DMAIC, etc. is preferred.

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.

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