Job Description

DESCRIPTION Job summary
Amazon.com, Inc. (NASDAQ:AMZN), a Fortune 500 company based in Seattle, opened on the World Wide Web in July 1995 and today offers Earth's Biggest Selection. Amazon.com, Inc. seeks to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices. Today, we operate retail websites in 15 countries, offering millions of products in more than different categories worldwide, and we still like to work hard, have fun and make history!
Position Description: Sr. Manager VCS Operations (Customer Service)
LOCATION: VCS, India (Flexible)
REPORTEES Associates/Team Managers/Group Managers/Operations
REPORTING TO GM Customer Service Operations (IND)
: Sr. Manager - VCS Operations
The Sr. Manager VCS Operations will be responsible for setting the vision and direction of teams at multiple virtual Customer Service locations. You will lead a large team of 1500 associates to improve customer experience, increase productivity and maintain service levels. The contact center provides support to both the North American and European business units in phone email and chat contact mediums. This is a senior-level management position that is fully accountable for the results of the reporting teams at the customer service center.
Key responsibilities:
Responsible for the overall direction, coordination, and evaluation of the teams under management. Understands and demonstrates Amazons core values and Leadership Principles. Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures. Mentors others in developing Leadership behaviors. Hires, manages, and develops high performing teams. Identifies individual strengths of team members and actively fosters career advancement within Amazon.com.
Actively seeks to understand Amazon.com core business values and initiatives, and translates those into everyday CS practices. Works with the GM Operations to determine strategy to achieve overall site goals. Shapes the direction of the team, keeps them focused and motivated to deliver the right results. 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. Effectively applies best practices to all strategic decisions. Solves complex customer service issues by proactively identifying and eliminating root cause barriers to accuracy, productivity, and quality. Maximizes resources for the greater good of the organization.

Maintains a complete and thorough understanding of technical systems in a complex automated customer service center. Implements change or develop new processes as necessary to provide the ability to better service multiple work types. Continually measures and evaluates all work processes using Kaizen, Lean, DMAIC, and other improvement methods. Develops and achieves performance goals and objectives in order to deliver an exceptional customer experience. This position requires a candidate who has the ability to dive deep to include root cause analysis and develop action plans in support of driving process improvements and keep pace with our explosive growth while motivating others to meet the challenges of a performance based culture in an extremely deadline-driven environment.
Demonstrates ability to influence, manage, and present ideas via clear written and oral communication. Demonstrates emotional maturity and grace under pressure in all communications. Builds positive productive relationships with many stakeholders and partners around the world. Overcomes time zone and geographic distance to drive cross functional initiatives and ensure compliance with business policies. Deals with the complexity of multiple lines of business and regions. Acts as the thought leader and strategist for Customer Services email and chat capabilities. Develops and drives strategies and programs which improve the competitive position of the Company.
Demonstrates flexibility in work hours based on business need.
Amazon is an Equal Opportunity Employer Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age

BASIC QUALIFICATIONS Basic qualifications Graduate with 15 years of overall experience - The ideal candidate will have a strong commitment to leadership, employee development and demonstrated ability to manage large high performance teams.
Demonstrated familiarity with general principles of workflow in an inbound call/ chat/ email center, and current technologies to help manage that workflow.
Demonstrates flexibility in work hours based on business need and displays high tolerance to ambiguity and dynamic changes.
A bachelor's degree, or higher, in operations, or a related field, is required. The ideal degree would be in engineering, operations, supply chain or a related field.
The ideal candidate will have at least twelve years or more management experience in leadership roles or Manager of Manager role in a fast paced, rapidly changing environment.

PREFERRED QUALIFICATIONS
The ideal candidate will should have 18-20 years of experience in a fast paced, rapidly changing operations environment. Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required. A bachelor's degree, or higher, in operations, or a related field, is required. The ideal degree would be in engineering, operations, supply chain or a related field. An advanced degree in a quantitative field is preferred (mathematics, stats, engineering, or science or an MBA).
Amazon is an Equal Opportunity Employer Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age

Job details
IN, TS

Customer Service Technology

Customer Service
Education: Any Graduate
Industry: Consumer Durables/FMCG, Warehousing

Skills Required