• Senior Operations Manager, Device, Digital and Alexa services

    勤務地 CN-12-Tianjin
    掲載日 1 month ago(2018-09-10 10:33)
    Job ID
    ICP Beijing (ICP headquarter)
    Company/Location (search) : Country (Full Name)
  • Job Description

    Are you passionate about improving customer experience? Do you live and breathe in a connected world? Are you attracted by Amazon’s Digital and Device products including Echo, Kindle eReaders, FireTV, Amazon Video, Gaming, Music, Alexa Voice Services and more? Does coordinating across teams, cultures and countries sound exciting to you? If so, the Digital, Device and Alexa Support (D2AS) team is hiring a Senior Operations Manager for its Chinese and Japanese operations, located in Amazon’s Beijing office. The D2AS Senior Operations Manager, is responsible for setting the vision and providing the overall leadership, direction, and operational guidance for his/her region. He/she will be responsible for understanding D2AS customer experience, associate skills, headcount, capacity growth needs, and developing a strategy rethinking and creating how we provide this world-class technical support in a rapidly changing, complex and connected environment. He/she will also directly lead an international team to design and improve the customer experience, increase flexibility, and maintain service levels. This is a senior-level management position that is fully accountable for the D2AS Chinese and Japanese experience and results, and with exposure to the global Digital, Device and Alexa Support leadership.

    Operational Responsibilities Include:

    Build positive productive relationships with many stakeholders and partners around the world. Willing to partner with others to drive cross functional initiatives and ensure compliance with business policies. Deals with the complexity of multiple lines of business, channels, regions and cultures.
    • Lead his/her network, supervising all aspects including people engagement, infrastructure and stakeholder management.
    • Build and lead a team of operations managers to deliver Amazon customer service KPIs.
    · Develop and achieve performance goals and objectives in order to meet customer promise expectations.
    · Deliver the strategic plan for his/her network, with a focus on flexibility, scalability and language/country expansion.
    · Develop and implement process improvements to deliver exceptional customer service.
    · Work with the wider customer service teams to drive Technical support adherence and vision, including regional Directors, Country Leaders, and support functions stakeholders such as Finance, Capacity Planning, Human Resources.
    · Drive strategies and programs which improve the competitive position and profitability of the organization.
    · Implement, change, or develop new processes as necessary to provide the ability to serve new technical support experiences and new customer language of preference.
    · Deep dive into issues and resolve in a timely manner, providing detailed, informative updates to the D2AS leadership teams.

    Basic Qualifications

    The ideal candidate will have a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma, and a passion for people engagement, in addition to an exceptional level of dedication, motivation, and intelligence

    · Degree Qualified in a quantitative field, an MBA would also be advantageous
    · 10+ years of relevant experience in people management/ Consulting/ senior leadership
    · 4+ years of relevant experience in customer service leadership roles
    · Experience leading teams to deliver cross functional projects
    · Strong oral and written English communication skills, as well as a strong technical and analytical aptitude
    · Solid track record of leading teams through change and creating employee satisfaction
    · Exceptional dedication to create customer satisfaction
    · Strong influencing skills

    Preferred Qualifications

    · MBA preferred
    · Ability to quickly adapt to changing priorities and generates innovative solutions in an extremely fast-paced environment
    · Self-starter who is able to prioritize and deliver on deadlines with minimal supervision
    · A proven track record in successfully managing remote customer service teams and launching new sites and/or new projects of significant size

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