Amazon needs a talented, energetic, bright, and driven Operations Manager (L6) to join Amazon's Shipping and Delivery Support (SDS) Customer Service Team based in South Africa. The successful candidate will lead group managers supporting multiple marketplaces and will report directly to the SDS Snr Ops Leader, EMEA. This is a virtual role and can be based anywhere in South Africa.

The Customer Service Operations Manager is responsible for the overall direction, coordination, quality and productivity of contact center operations. This position requires a candidate who has the ability to drive process improvements, and keep pace with our 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.
Due to the virtual nature of the position Amazon requires candidates to meet the Amazon internet requirements which is to have a dedicated 10MB Uncapped Fiber line (ADSL and LTE lines are not eligible for this role). Candidates should also have a suitable work from home environment or dedicated works space at home.

Deliverables/Scope:
• Lead a group of Group Managers, each of them responsible for a CS production team.
• Ensures the Operations Team is meeting quality and productivity, service level goals and supports the Managers in monitoring performance improvement initiatives
• Ensures high compliance to operational processes and policies
• Sets and clarifies requirements and expectations for Group Managers
. Manage 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 mentorship to all levels of leadership within their organizational units, as well as serving as a role model.
• Meets regularly with Managers to monitor progress and when needed partners with Managers to establish corrective plans to insure that objectives are met
• Supports Group Managers to build staffing and capacity plans with the Capacity Planning team and local finance team
• 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
• Maintains great motivation levels in their group
• Raises the bar with respect to hiring and ensuring solid succession planning for all critical functions of their group
• Drives Operational Excellence and operational efficiency
• Keeps abreast of technology improvement at Amazon and at industry level
• Leads process-improvement efforts and manage the implementation of both business processes and technical solutions
• Applies best practices and share best practices with counterparts
• Works closely with support staff (HR Team, Senior Financial Analyst, Facilities, IT Manager) to build and secure support and resources for projects and initiatives
• Represents the Voice of the Customer by appropriately escalating feedback to the relevant CS functions, program teams or other internal customers for resolution
• Ensures that all training initiatives are completed in a timely manner (as required by corporate, department, or site initiatives)
• Manages projects/programs to ensure operational readiness and other duties as assigned
• Ensures that all escalated customer enquiries are handled within relevant SLA
• Work across EMEA in a cross-functional environment
..Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.
..Participating in business leadership meetings; developing and driving strategies and programs which improve the competitive position and profitability of the organization.

Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.

BASIC QUALIFICATIONS

• Bachelor's degree OR 3+ years leadership experience in Amazon
• Excellent communication skills, in both the verbal and written medium
• Advanced knowledge of Excel
• Management & analysis within a fast paced metrics driven environment
• Ability to manage, motivate, and influence work & team behaviors
• Deep understanding of Customer Service Workflow operations and tools
• Ability to manage and communicate across position levels and functions
• Technical Expertise: in-depth knowledge of planning and analysis tools; solution driven approach to system and process; advanced computer literacy (Excel, Access, PowerPoint, Outlook, Word)
• Negotiation and influencing skills; able to listen to and persuade others based on sound logic
• 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 will 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

PREFERRED QUALIFICATIONS

• Master's degree or MBA
• Project Management experience
• Knowledge of Six Sigma/Lean Processes
• Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)
• Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement
• Strong communication and presentation skills in both the written and verbal medium