Job Description

DESCRIPTION Job summary
Amazon Go is a new kind of store with no lines and no checkoutyou just grab and go! Customers simply use the Amazon Go app to enter the store, take what they want from our selection of fresh, delicious meals and grocery essentials, and go! Check it out at amazon.com/go.
We are looking for a Team Manager to come join our team. In this role, you will be a member of a team supporting Amazon Go CX Quality initiatives in a virtual environment. Please note: this team is not customer-facing.
Experience managing L3 Associates is required. You should be comfortable exercising judgement and making decisions in an ambiguous environment. Developing positive working relationships and utilizing strong influencing skills across multiple stakeholders will be key to success in the role.
You will need a keen eye for numbers and should excel at running operations of an ops team efficiently. Technical issues shouldnt faze you. You must be comfortable operating all of the systems, tools and devices used on your team. You will remove roadblocks for your team by guiding them on what issues should be escalated to support teams and what they can solve on their own. You have a demonstrated history of thinking on your feet and identifying efficient short-term fixes while looking into a longer term solution.
You lead by example and are a role model when it comes to insisting on the highest standards and maintaining an atmosphere of respect for customers. No task is beneath you. You fully live the Amazon Leadership Principles and are passionate about helping your team do the same. You have a high bar for quality and hold your team to the same standards.
Key job responsibilities
Dive deep into defects to establish Root Cause Analysis (RCA) of errors by analyzing data, identifying trends, developing solutions and prioritizing opportunities for overall process quality improvements at site/network level
Consistently look for quality-related areas of improvement and providing recommendations to operations & training, by possibly utilizing continuous improvement tools (i.e. Kaizen, Just-do-it, RCA, 5 Whys, etc.)
Provide Operations team with a holistic view of quality performance with deep dive analysis and identify the levers which will drive performance improvement
Produce and maintain quality metrics reports that support analysis and performance management
Define and track measurable metrics to gauge progress against objective quality goals
Interact with stakeholders at multiple levels and dynamically lead business and product teams to define and deliver solutions to establish quality standards and processes
Test and evaluate new tools/ dashboards and suggest needed adjustments/ enhancements in current tools
Support adoption of tools and processes by creating documented procedures/ mechanisms, ensuring operations are following new and/or existing processes
Directly manage up to 25 associates who will be working from home Perform regular 1:1's with each of your associates; promptly addressing any performance, conduct, or attendance concerns.

BASIC QUALIFICATIONS Business English skills both verbal and written
2 years of people management experience preferably in support or fulfillment operations
A Bachelors Degree from an accredited university
Experience with business software, intermediate Excel knowledge (VLOOKUPS, PIVOTS, Basic & Intermediate Formulas)
Strong analytical and problem-solving skills
Experience driving process improvement initiatives and/or Lean/6 Sigma training

PREFERRED QUALIFICATIONS Passion for operations excellence and commitment to delighting customers.
Self-driven leader with demonstrated ability to proactively drive and manage an operations team.
Strong project management and people management skills.
Interest in and experience with partnering closely with technology teams strongly preferred.
Highly analytical and comfortable with complex analysis. Able to quickly distill complex operating models and identify where the value and opportunity is
Ability to thrive in an ambiguous and fast-paced work environment.
Be willing and able to work flexible schedules and shifts (including night shifts) Ability to travel occasionally, including overnight trips.
Internet connection with LAN with a running speed of 40 MBPS
Must be able to work virtually within the limits of Job Location

Job details
IN, UP

Operations, IT, and Support Engineering
Education: Any Graduate
Industry: Consumer Durables/FMCG, Warehousing

Skills Required