Senior Operations Manager Customer Experience Quality Operations
Sr Operations Manager CXQO As part of the AWS Applied AI Solutions organization we have a vision to provide business applications leveraging Amazons unique experience and expertise that are used by millions of companies worldwide to manage daytoday operations We will accomplish this by accelerating our customers businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges We blend vision with curiosity and Amazons realworld experience to build opinionated turnkey solutions Where customers prefer to buy over build we become their trusted partner with solutions that are nobrainers to buy and easy to use Just Walk Out JWO Technology is a team of entrepreneurial analytical and creative builders with innovation at our core Designed and custombuilt by Amazonians JWO operates with the speed and agility of a startup while leveraging the scale of Amazon We use computer vision sensor fusion and advanced machine learning to push the boundaries of what is possible in retail technology enabling customers to shop in engaging fast and safe ways Our checkoutfree shopping experience automatically detects when products are taken from or returned to shelves maintaining a realtime virtual cart for each shopper When a customer finishes shopping they simply walk out Shortly after we charge their account and send a receipt no lines no checkout no friction Key job responsibilities 1 People Management Manage the local support operation of the site Manage a team of Group Managers L5 and Team Managers L4 Responsible for the overall direction coordination and evaluation of the reporting teams Carries out supervisory and management responsibilities in accordance with the organizations policies and procedures 2 Operations and Project Management Work with the Country Site Lead Operations to determine strategy to achieve overall site network level goals Collaborate with crossfunctional teams to innovate and iterate at pace Combine deep crossfunctional business understanding with a longterm industry wide strategic context for all decision making Effectively apply best practices to all strategic decisions Solve complex challenges by proactively identifying and eliminating root cause barriers to accuracy productivity and quality Maintain a complete and thorough understanding of technical systems in a complex CXQO business Participate in business leadership meetings helping to develop and drive strategies and programs which improve the competitive position and profitability of the business Operate with ownership and bias for action in a fastmoving ambiguous environment Maintain strict confidentiality and follow all applicable Amazon policies for securing confidential information 3 Coaching Use coaching to support the teams to achieve business or organizational results related to quality productivity compliance and development Coach and support Managers to build a work environment where Associates are engaged and feel a positive sense of achievement about their role in delivering world class service Coach and develop Managers on career paths for internal promotions and job enrichment opportunities Ensure closure and effectiveness of individual coaching feedback sessions and oneonones that focus on customer experience and operational excellence 4 Performance Management Responsible for the overall performance and operational delivery of the teams this will require to work with key stakeholders to review performance trends and opportunities and take action to improve the service level and quality of performance Perform regular 1 1s with each of your Managers promptly addressing any help required performance or conduct concerns Ensure successful site execution through tracking reporting and feedback of emerging issues and associate performance and coordinating the response to various escalations Use established processes to identify individual performance gaps and coach associates to meet and exceed expectations Actively participates and represents team members in the annual performance review cycle 5 Develop Talent Manage the career growth and development of Group Managers Team Managers by driving focus on Amazons Leadership Principles Hires manages and develops high performing teams About the team Diverse Experiences Amazon values diverse experiences Even if you do not meet all of the preferred qualifications and skills listed in the job description we encourage candidates to apply If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying Why AWS Amazon Web Services AWS is the worlds most comprehensive and broadly adopted cloud platform We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global S
