• ADS Operations Manager

    Location CR-San Jose
    Posted Date 2 weeks ago(11/28/2018 9:06 AM)
    Job ID
    Amazon Support Services Costa Rica, S.R.
    Position Category
    Operations, IT, & Support Engineering
    Costa Rica
  • Job Description

    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. Kindle is one example of this. Kindle is the best-selling product in the history of Amazon.com, and the Kindle business is one of the most innovative and fastest growing businesses at Amazon.

    The Operations Manager will directly manage Team Managers who in turn manage Data Analysts. This role will include: managing individual and team performance expectations and goals; provide individual coaching feedback sessions; maintaining and improving quality and throughput of data; and monitoring real-time productivity to meet weekly deliverables. You will also be responsible for working with third-party agencies and human resources to recruit team members, onboard new hires, and coordinate team training on workflows. The ideal candidate thrives on problem solving and has a passion for data, efficiency, and accuracy. You will implement solutions to drive quality and productivity while achieving real-time desired service levels. You will be responsible for analyzing and implementing solutions to challenging systemic issues. You will manage both people and processes:

    People management:
    • Manage operations on a day-to-day basis of 5-6 Team Managers who will manage 25 people each
    • Carry out supervisory responsibilities in accordance with policies and procedures; responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees, and engaging in effective conflict resolution.
    • Assist in developing and implementing training programs to improve the quality and productivity of the team.
    • Communicate policies to team members and follow up to ensure compliance and consistency, taking corrective action as necessary and documenting the issue and actions taken.
    • Own and drive performance metrics with the team.
    • Manage relationships with agencies and onsite HR to find qualified candidates under strict deadlines.
    • Manage both on-site and remote team members as necessary to meet headcount demands.

    Project management:
    • Adapt quickly to changing specifications and workflows.
    • Track metrics around quality and productivity.
    • Drive process improvements to enhance the operational efficiency of the team.
    • Understand and effectively utilize resources provided by internal systems, departments, policies, and procedures.
    • Develop, analyze, and improve new strategies and procedures.
    • Develop and achieve performance goals and objectives to achieve results.
    · Experience leading direct reports, including development and performance management
    Fluent in English, both oral and verbal

    Basic Qualifications

    • BA/BS degree or higher
    • 3-4 years relevant experience managing customer service associates, data annotators, or other operational teams
    • Experience in understanding performance metrics and developing them, as required
    • Experience working in cross-functional environment and responsible for driving organizational change using relevant data and business rationale
    • Working knowledge of basic computer business applications such as MS Word and MS Excel, Outlook

    Preferred Qualifications

    • Strong oral (speaking, listening, interpretation) and written communication skills
    • Have relentlessly high standards and passion for process improvement
    • Strong technical analysis skills; you are someone who wants to dive into the numbers and seek to understand
    • Possess a sense of urgency and an appreciation for working in a fast-paced, deadline-oriented environment
    • Comfort with ambiguity; ability to be flexible in a rapidly changing environment
    • Exposure to process improvement/quality control tools and methods, such as Six Sigma/Lean Processes
    • Project Management Experience
    • Exceptional skills in data manipulation and analysis

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