Job Description

DESCRIPTION Job summary
Amazon is building the most innovative Business-to-Business (B2B) marketplace globally, and we are recruiting to make this vision a reality. Amazon Business (AB) represents an incredible opportunity to address a vast new market segment and customer base for Amazon. Amazon Business Customer Service (ABCS) has responsibility for creating an end-to-end support experience tailored to the needs of business customers globally
As the Sr. Manager, ABCS Operations role will be responsible for empowering people to think like owners, and partnering on/or leading regional and global initiatives to set new standards in customer support. Person will have the opportunity to work with business teams across Amazon to give customers a voice. This will be a senior-level management role and will be responsible for setting high standards and goals for the team and be 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.

Key job responsibilities
Manage a team of 3-4 operation managers and an overall team span of 600 employees.
Have solid business judgment, effectively communicate team goals, and drive a fast-paced organization to deliver results.
Achieve operational excellence and drive process improvements.
Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership, as well as serving as an outstanding role model.
Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders including succession planning. Act as proponent for DEI.
Manage and execute for defined metrics and quality, maintain clear metrics on our investigation handling volumes, performance, and decision quality
Possess superior analytical abilities and judgment. Use quantitative and qualitative data to prioritize and influence, show creativity, experimentation and innovation, and drive projects with urgency in this fast-paced environment
The manager's success will be measured by their ability to drive operational efficiencies across all processing areas whilst improving internal and external customer experience.
Keys to success in this role include exceptional leadership, analytical, managerial, interpersonal, and project management skills. This role blends operations and program management
About the team
Amazon Business is one of Amazons fastest growing businesses, focused on enabling business customers to research, discover and buy business, industrial and scientific products in large catalogs. Our customers include individual professionals, businesses and institutions that buy products in individual or bulk quantities to run their business smoothly. Business customers have different and more complex needs than the traditional Amazon customer base.
Amazon Business (AB) is a top, strategic opportunity to innovate on behalf of a new B2B Customer segment. Launched in the US in 2015 and now live in 9 countries, Amazon Business serves 55 Fortune 100 companies, 80 PERCENT of the biggest US healthcare and educational systems, 40 PERCENT of the top 100 US local governments, 80 PERCENT of all cities in India, 60K government and educational organizations in Europe, and 90 PERCENT of Japanese universities.

BASIC QUALIFICATIONS Advanced degree /Masters Degree (Math, statistics, Engineering, Science, Business) from an accredited university
10 or more years of experience leading an operational organization in a global environment, responsible for an overall team of 400 employees.
Excellent written and verbal communication skills both remotely and face to face.
Proven evidence of success in operational management, operational enhancement and operational change.
Experience of managing and developing two levels of management and their direct reports.
Good knowledge of employment law and HR policies and procedures.
Proven coaching and leadership skills including evidence of successful succession planning models.
8 years people and performance management experience.
A proven track record of implementing, delivering large projects and communicating effectively at Director and above Level.

PREFERRED QUALIFICATIONS MBA from a top tier B-School is a plus.
Strong attention to detail and excellent written and oral communication skills required
Ability to organize and manage multiple tasks simultaneously
Experience working in Global team environment with multiple time zones
Ability to handle changing priorities and use good judgment when working in stressful situations
Decisive, confident, and experience with influencing others
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.
Education: MBA/ PGDMr r r r r r r Any Graduate
Industry: Consumer Durables/FMCG, Warehousing

Skills Required