Senior Operations Manager
3 weeks ago
About the Role
The Senior Operations Manager will be responsible for setting the direction and enabling leaders in managing the Org Units (OUs) that they manage. This is a senior-level management position that is fully accountable for the results of the Org within the CAP India Operations team.
Key Responsibilities
1. Owner of customer experience quality and service delivery for the team and for driving the overall direction, development and evaluation of the teams under management.
2. Solves complex customer service issues by proactively identifying and eliminating root cause barriers to accuracy, productivity, and quality.
3. Develops new processes to better service multiple work types and evaluates work processes using Kaizen, Lean, DMAIC, and other improvement methods to deliver an exceptional customer experience.
4. The role requires working with stakeholders across teams within and outside India and driving global programs and initiatives. Experience of leading Projects at a global scale, ability to balance data and judgement for managing high risk decisions.
5. Demonstrates ability to influence, manage, and present ideas via clear written and oral communication and able to overcomes time zone and geographic distance to drive cross functional initiatives and complexity of multiple lines of business.
About the Team
Concessions Abuse Prevention (CAP) which is part of the Customer service vertical, 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.
BASIC QUALIFICATIONS
Graduate with 15+ years of overall experience - The candidate should have a strong commitment to leadership, employee development and demonstrated ability to manage large high performance teams.
PREFERRED QUALIFICATIONS
Understanding of Lean and Six Sigma, and a keen interest in and familiarity with technical systems and a high degree of analytical capabilities.
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