Define the direction for programs and gain consensus and clear alignment at all levels as appropriate, within Amazon's Customer Service.Interact with cross-disciplinary and cross functional teams like Customer Service Operations, Retail, and Transportation, software development and IT to design the program’s standard operational procedures, processes and technical requirements.Define, prioritize and plan the projects that need to be implemented to execute on the process and technical… Show more Define the direction for programs and gain consensus and clear alignment at all levels as appropriate, within Amazon's Customer Service.Interact with cross-disciplinary and cross functional teams like Customer Service Operations, Retail, and Transportation, software development and IT to design the program’s standard operational procedures, processes and technical requirements.Define, prioritize and plan the projects that need to be implemented to execute on the process and technical requirements.Schedule, secure resources and manage cross functional teams to deliver to these projects.Monitor the execution and ensure the delivery of projects is to an appropriate level of quality, ensuring the overall integrity of the program.Monitor the program’s overall progress; anticipate risks, resolve issues and initiate corrective action as appropriate.Manage the dependencies and the interfaces between projects and negotiate the trade-offs needed.Expert stakeholder management and relationship building skills.Provide program progress reporting on a regular basis.Where applicable manage and oversee third party contributions to the program.End to end responsibility for the program’s execution and success. Show less

Key responsibilities include:People Management: Leading and developing a team of 40-60 associates; responsible for the overall direction, performance management, coordination and evaluation of the team. Actively participate in and drive the continuous improvement culture through ‘kaizen’ and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality. Carrying out supervisory responsibilities in accordance with Amazon’s policies and… Show more Key responsibilities include:People Management: Leading and developing a team of 40-60 associates; responsible for the overall direction, performance management, coordination and evaluation of the team. Actively participate in and drive the continuous improvement culture through ‘kaizen’ and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality. Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution. Mentoring and act as a resource to new managers and expedite their learning curve also devise action plan to develop and groom associates into future CS Managers Leading Site Level initiatives, primary owner of functional responsibilities that impact overall site like Performance Related Pay, transportation etc. and may require interface with other sites in network Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken. Expected to be 2nd in line to the Operations managers and at times might be required to perform delegated duties of operations managers Develop and Achieve performance goals and objectives in line with the network wide vision and goalsBusiness/Operations Management: Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate. Assist in developing and implementing training programs to improve the quality and productivity of the team. Drive process improvements to enhance the operational efficiency of the site. Show less