At Amazon our mission is to be Earth’s most customer-centric company, where customers can find and discover anything they might want to buy online. To get there, we need a talented, energetic, bright, and driven Operations Manager to join Amazon’s Customer Service Team in Rabat, Morocco. The successful candidate will lead the site’s Operations team and will be a key part of the European (EU) Customer Service (CS) team. The Operations Manager will lead group managers, who are responsible for team managers, and will report directly to the Site Leader.
The Customer Service Operations Manager is responsible for the overall direction, coordination, quality and productivity of our contact center operations. The position requires a candidate who has the ability to drive process improvements and keep pace with our dramatic growth while motivating others to meet the challenges of an extremely customer focused and metrics driven environment.
This is a highly visible position that is critical to the company’s Customer Service operations, with direct accountability to service quality and metrics.
- Leads and manage teams of Customer Service (CS) Group Managers, who manage Team Managers and 270-500 Customer Service Associates; responsible for the overall direction and performance of the teams
- Manages and drives staffing plans, schedules, quality initiatives, process change initiatives, and other Change/ Six Sigma initiatives
- Leads CS production teams in the setting and achievement of their performance goals
- Ensures the Operations Team is meeting quality and productivity goals
- Supports the Group and Team Managers in monitoring performance improvement initiatives for quality and productivity at the team level
- Ensures that all training initiatives are completed in a timely manner (as required by corporate, department, or site initiatives)
- Carries out supervisory responsibilities in accordance with Amazon’s policies and procedures. Additional responsibilities include interviewing, training and motivating employees, planning, assigning and directing work, rewarding and disciplining employees and effective conflict resolution.
- Ensures high compliance to operational processes and policies
- Monitors actual staffing levels against plan to ensure compliance to intra-week and intra-day schedules
- Dynamically monitors Service Levels and taking the relevant corrective actions as required
- Communicates and maintains Amazon CS vision, Leadership Principles and culture to the team
- Represents Amazon by maintaining a positive and professional attitude to drive his/ her teams to high level of achievement and meeting CS goals of delegates effectively to his/ her team members
- Raises the bar with respect to hiring and ensuring solid succession planning for all critical functions of their group
- Manages the career growth and development of the CS Manager team by driving focus on Amazon’s Core Values. Play a critical role in building management depth by providing guidance and mentoring to all levels of leadership within their organizational units, as well as serving as a role model.
- Identifies and eliminates root cause barriers to accuracy, productivity, and quality
- Solves complex CS issues and proactively preventing negative service trends
- Drives Operational Excellence and operational efficiency
- Leads process-improvement efforts and manage the implementation of both business processes and technical solutions
- Applies best practices from and share best practices with counterparts
- Keeps abreast of technology improvement at Amazon and at industry level
- Represents the Voice of the Customer by appropriately escalating feedback to the relevant CS functions or other internal customers for resolution
- Ensures that all escalated customer enquiries are handled within relevant SLA
- Works closely with support staff (HR Team, Finance team, Facilities, Workflow, IT, Quality Assurance, Training) to build and secure support and resources for projects and initiatives
- Manages special projects and other duties as assigned
- Participates in business leadership meetings, developing and driving strategies and programs that improve the competitive position and profitability of the organization
- Works across the EU in a cross-functional environment
Basic Qualifications
- Bachelor’s degree or equivalent
- In the region of 5+ years’ experience in Operations with progressively increasing responsibility
- Fluent in French and English
- Ability to manage, motivate, and influence work and team behaviors
- Goal driven, target orientated, ability to take a long-term view of the team
- Demonstrate a strong track record of problem solving and very strong analytical skill capability as he/ she is required to look at and find solutions for a variety of operations problems
- Possesses intellectual curiosity; brings insight into the team / business, especially in a multicultural and multi-location environment
- High proficiency in Microsoft Excel
Company – Support Srvc Amz S.A.R.L.A.U.
Job ID: A665633
