Operations Excellence Manager

4 weeks ago

Kanpur, Uttar Pradesh, India Amazon Dev Center India - Hyderabad Full time

About the Role

We are seeking a highly motivated Operations Excellence Manager to join our Global Operations - AI team at Amazon Dev Center India - Hyderabad. The successful candidate will be responsible for driving country-level excellence in designing and implementing systems, metrics, and programs that maximize compliance, productivity, and continuous improvement.

Key Responsibilities

  • Drive country-level excellence to design and implement systems, metrics, and programs that maximize compliance, productivity, and continuous improvement.
  • Build strong partnerships with operations site leaders to identify new business initiatives and successfully integrate and deploy them to the country-level network.
  • Engage other Amazon business units globally to share best practices and improve end-to-end outcomes for Amazon customers.
  • Analyze and solve operational barriers with a focus on understanding root causes.

About the Team

The Global Operations - AI team handles exceptions remotely in the Amazon Robotic Fulfillment Centers globally. We seek to complement automated vision-based decision-making technologies by providing remote human support for tasks that require higher cognitive ability and cannot be processed through automated decision-making with high confidence.

Requirements

  • 5+ years of program or project management experience
  • Experience using data and metrics to determine and drive improvements
  • Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership
  • Bachelor's degree in business, operations, human resources, adult education, organizational development, instructional design, or related field
  • 4+ years of driving process improvements experience
  • 4+ years of operations experience, with exposure to handling operations for voice, chat, email domains (multiple locations)

Preferred Qualifications

  • Bachelor's degree or MBA in business, operations, human resources, adult education, organizational development, instructional design, or related field
  • Knowledge of Excel at an intermediate level
  • Strong understanding of contact center metrics and KPIs
  • Familiarity with workforce management tools and principles

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