DESCRIPTION

Amazon Autos is a new business that’s improving the car-buying experience for Customers. Amazon Customers can now search for and view vehicles for sale in their local area, across multiple brands, with no-haggle pricing and lending, and have confidence the vehicles are in-stock. When the customer is ready to purchase a specific vehicle, they can complete the transaction on Amazon.com from the comfort of their home knowing they received a fair price and best available interest rate. We are obsessed with our customers and in Amazon Autos Customer and Seller Support, we make their experience delightful. We identify and drive customer-centric solutions by solving complex technical problems with ingenuity and simplicity, always seeking automation. We’re making history and the good news is that we’ve only just begun.

Key job responsibilities
As a Senior Operations Manager you are responsible for defining and delivering a support operation that empowers agents to do their best work. You are flexible, adapting your approach to meet the needs of your customer, business and program stakeholders. You identify, prioritize, and tackle intrinsically hard problems, acquiring expertise as needed. You assess risk, drive clarity, and foster shared understanding by asking detailed questions about proposed solutions. You create the correct sense of urgency for delivery. You create, optimize, and drive adoption of the critical mechanisms necessary to ensure the change will be successful in the long-term.

You are able to represent, verbally and in writing, complex decisions, tough trade-offs, and potential solutions clearly to business leaders to help them understand the decisions they have to make and what options they have. You manage cross-functional communication to ensure all stakeholders are informed and needs aligned. You know when a design or solution requires additional guidance. You show excellent judgment when driving executive-level escalations. You deliver solutions that meet Amazon high standards for customer satisfaction, efficiency, stability, extensibility, simplicity, and operational excellence.

Responsible for the implementation and management of new policies, features and products supporting our support teams to be launch ready. Projects range from low complexity to high complexity changes and you will be in regular communication with all stakeholders impacted by change.

A day in the life
If you are not sure that every qualification on the list above describes you exactly, we’d still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

BASIC QUALIFICATIONS

– 5+ years of ops management experience in a contact center environment
– 5+ years of program or project management experience
– Experience using data and metrics to determine and drive improvements
– Experience owning ops strategy, end to end delivery, and communicating results to senior leadership
– People Management Experience
– Bachelor’s degree

PREFERRED QUALIFICATIONS

– 2+ years of driving process improvements experience
– Master’s degree, or MBA in business, operations, human resources, organizational development or related field

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $77,500/year in our lowest geographic market up to $142,100/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

USA, NY, New York City