Senior Operations Leader

1 week ago


Hyderabad, Telangana, India ADCI HYD 20 SEZ Full time

About the Job

The Senior Operations Manager will be responsible for leading a large team of 1000-1400 associates, team managers, and operations managers to improve customer experience, increase productivity and maintain service levels in Concessions Abuse Prevention (CAP) India Operations team. This is a senior-level management position that requires a strong commitment to leadership, employee development and demonstrated ability to manage high-performance teams.

Job Responsibilities

  • Set the direction and enable leaders in managing Org Units (OUs), drive overall direction, development and evaluation of teams under management.
  • Solve complex customer service issues by proactively identifying and eliminating root cause barriers to accuracy, productivity, and quality.
  • Evaluate work processes using Kaizen, Lean, DMAIC, and other improvement methods to deliver an exceptional customer experience.
  • Develop new processes to better service multiple work types and appreciate technical systems in a complex automated environment.
  • Work with stakeholders across teams within and outside India, drive global programs and initiatives, and balance data and judgement for managing high-risk decisions.
  • Influence, manage, and present ideas via clear written and oral communication, and overcome time zone and geographic distance to drive cross-functional initiatives and complexity of multiple lines of business.

About the Team

Concessions Abuse Prevention (CAP) exists to ensure good customers have a friction-free concessions experience when transacting with Amazon, and stop bad actors from taking advantage of Amazon's generous concession policies.

Requirements

  • A graduate with 15+ years of overall experience, with 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 contact center, and current technologies to help manage that workflow.
  • Flexibility in work hours based on business need and displays high tolerance to ambiguity and dynamic changes.
  • Experience with the full staffing lifecycle, including interviewing, hiring, performance management, promotions, and terminations.
  • A completed Bachelor's Degree from an accredited university in operations or a related field is required.
  • Direct management experience in leading large teams/operations in leadership roles or Manager of Manager role in a fast-paced, rapidly changing environment.

Estimated Salary: ₹45 Lakh - ₹60 Lakh per annum



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