ADCI HYD 16 SEZ

About ADCI HYD 16 SEZ

Bachelor’s degree or significant relevant experience 5+ years’ experience in Customer Support Operations with progressively increasing responsibility Experience managing successful teams of 90+ reports including leadership roles Experience with standard contact center productivity and customer metrics A creative and analytical mind that thrives in a data-driven environment Project management experience Strong English communication and presentation skills Exceptional English written communication skills Amazon strives to be the world’s most customer-centric company, where customers can research and purchase anything they might want online or offline. We set big goals and are looking for people who can help us reach and exceed them. The Books business is one of the most innovative and fastest growing businesses at Amazon. The Books team is looking for an experienced Customer Support (CS) Operations Manager in our Hyderabad, India location to lead teams who support authors and publishers around the world. This individual will lead a motivated team to provide world class support for independent authors who are using Kindle Direct Publishing and related services. Key responsibilities will include a mix of daily operations management, process optimization, improvement, and innovation as well as long term operations strategic planning. Successful candidates must also love developing employees at all stages of their careers, and not be afraid to get into the details of customer service. The right candidate will understand and demonstrate Amazon’s core values and Leadership Principles and translate those to everyday operational practices at every level of their organization. They will set the overall strategy for the Hyderabad CS site and work with peers across the globe to continually improve the experience for customers and for employees. The successful candidate will provide world-class support to authors and publishers. They will also drive continuous improvement for authors using Lean and Six Sigma tools as well as software automation. This will require a thorough understanding of technical systems in a complex, automated content processing environment and a deep cross-functional knowledge of multiple businesses in multiple geographies. The role requires clear written and oral communication, emotional maturity, and grace under pressure in all communications. It also requires a demonstrated ability to build positive, productive relationships with many stakeholders and partners around the world. The CS Operations Manager is responsible for the overall direction, coordination, quality, and productivity of our customer support operations in Hyderabad, India. The position requires a balance between motivating and developing employees and meeting the challenges of an extremely customer focused and metrics driven environment. Responsibilities: Lead and manage a team of customer service managers who support 80+ front line associates. Ensure a safe and productive work environment through coordination with HR, building services, employee services, and overall site leadership. Insist on high standards by holding managers and employees to clear performance objectives in support of an excellent customer experience. Solve complex customer issues and prevent negative service trends. Identify and eliminate root cause barriers to accuracy, productivity, and quality. Interview, educate, and motivate employees through recognition and effective conflict resolution. Build productive working relationships across other customer service sites within Books and within Amazon. Support the career growth and development of the CS Operations management team through focus on Amazon's core values. Assist in the creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other continuous improvement initiatives. Master’s degree or MBA Lean/Six Sigma experience Knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement Strong organizational planning, development, and business judgment Experience in publishing support, with a demonstrated history of delivering innovative solutions Demonstrated client relationship and interpersonal skills Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use Comfortable with fast-paced environment and all aspects of change management Strong organizational planning and development, and business judgment Communication skills in languages other than English

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Company Type: Public

Company Size: 5001 - 10000

Revenue: > 10 billion (USD)

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Job Ads found: 63

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