Senior Operations Manager

24 hours ago


Hyderabad, Telangana, India ADCI HYD 20 SEZ Full time
About the Role

As a Senior Operations Manager at ADCI HYD 20 SEZ, you will be responsible for leading a large team of operations managers and team managers to improve customer experience, increase productivity, and maintain service levels. This is a senior-level management position that requires a strong commitment to leadership, employee development, and demonstrated ability to manage large high-performance teams.

Key Responsibilities

1. Set the direction and enable leaders in managing Org Units (OUs) to improve customer experience and increase productivity.
2. Solve complex customer service issues by proactively identifying and eliminating root cause barriers to accuracy, productivity, and quality.
3. Develop new processes to better service multiple work types and work with stakeholders across teams to drive global programs and initiatives.
4. Lead projects at a global scale, balance data and judgment for managing high-risk decisions, and drive cross-functional initiatives.
5. Demonstrate ability to influence, manage, and present ideas via clear written and oral communication and overcome time zone and geographic distance to drive 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

Graduate with 15+ years of overall experience and 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.
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.

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.
The candidate should have a specialized skill set in running large-scale production operations, preferably in a contact center environment.
Additional degree either an MBA or Masters in Operations, Supply Chain, or a related field is desired.

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