AWS Trust & Safety, Operations Manager, AWS Trust & Safety at Amazon

As a T&S Operations Manager, you are responsible for managing the day to day operations of a T&S regional team. You will help to set the vision, direction, and culture of your teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, maintaining singular focus on ensuring and improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolutions.

Overall responsibilities include (but not limited to):

People Management:

• Leading and developing teams of T&S managers, managers of managers; responsible for the overall direction, coordination and evaluation of the team.
• Identifying and eliminating barriers to accuracy, productivity, and quality of work.
• Carrying out supervisory responsibilities in accordance with AWS (Amazon Web Services™) policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
• Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
• Owning and driving performance metrics with the team, to include the use of a Quality Assurance program to "Move the needle"

Project Management:

• Solving complex Trust & Safety issues and proactively heading off negative service trends.
• Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
• Development, analysis and improvement of new strategies and procedures. The Operations Manager will have the ability to develop, plan, and implement short- and long-range goals.
• Developing and achieving performance goals and objectives in order to achieve customer promise expectations.
• Voice of the Customer: Summarizing and providing critical analysis to top 3 customer issues to be improved on a quarterly review cycles.

BASIC QUALIFICATIONS

• 8+ years relevant experience managing large teams (team size greater than 100 employees) including experience managing other managers
• Bachelor's Degree. In lieu of a degree, additional years of hands-on experience may be substituted.
• Direct experience in a fast paced IT contact center environment (preferably within a Trust & Safety organization) working within trouble ticketing/tracking systems and other complex systems
• Familiarity with Web Technologies and the Internet (preferably website hosting or building)
• Solid knowledge of security concepts (vulnerabilities, firewalls, common security issues)
• Ability to learn new technologies and stay current with related field information
• Demonstrated history of improving customer experience / contact interaction
• Strong oral (speaking, listening, interpretation) and written communication skills.
• Ability to be flexible in shift assignments and work areas.
• Able to work in an ambiguous, internet-speed environment
• Absolute passion for ensuring a great customer experience with every contact. Strong technical analysis skills; you are someone who wants to dive into the numbers and seek to understand

PREFERRED QUALIFICATIONS

• MBA or Post Graduate Qualification or equivalent experience
• Knowledge of networking technologies including DNS, TCP/IP, SSL, DHCP and Load Balancing
• Technical experience in AWS Services
• Knowledge of Six Sigma/Lean Processes
• Project Management certification
• Exceptional skills in data manipulation and analysis
• Demonstrated history delivering results in cross functional environments - ability to drive organizational change using sound reasoning backed up by relevant data in a well prepared business briefing
• Experience with technical writing