CS Country Lead, South Africa, Customer Service at Amazon

Description

The Customer Service (CS) Sr. Country Lead, South Africa (ZA) is responsible for the strategic and operational direction, network set up, program management, coordination, quality, productivity and delivery of an exceptional CS for ZA customers. This position will drive operational excellence and best practice adoption, and partner with internal Amazon teams to positively impact customer experience. This role requires a candidate with the ability to drive process improvements, provide deeper insight into the voice of the customer, associate performance, operational efficiency while motivating others to meet the challenges of an extremely customer focused and metrics driven environment. The successful candidate will draw from previous work experience in CS management, international vendor management, and corporate representation.

Key job responsibilities

• Program and operational leadership to build a highly successful Amazon ZACS team.
• Full budget responsibility for ZACS, including single threaded ownership for strategic and financial OP1/OP2 planning and financial results.
• Participate in business leadership meetings and act as the voice of the customer; developing and driving strategies and programs which drive a best-in-class CS and customer experience, while contributing to profitability of the organization.
• Define and recommend the network strategy for Amazon’s ZACS operations. Identify and evaluate new sourcing opportunities.
• Effectively partner and build productive working relationships with peers, leadership, and other departments.
• Executive business summaries and presentations, and writing high quality narrative documents for senior leadership.
• Detailed reporting and metrics preparation for business reviews.
• Act as the advocate and voice of the customer to drive cross functional customer experience improvements.
• Management and development of direct team members.
• Leverage program management skills to deploy new operations and/or services within the ZACS network.
• Assess and prioritize program needs based on rapidly changing business requirements
• Executive business summaries and presentations.
• Cascade goals across internal and vendor organizations and monitor goal progress.
• Identify and eliminate root cause barriers to accuracy, productivity, and quality.
• Daily and weekly operations management.
• Ensure that the internal and vendor CS controlling/forecasting processes are highly customer focused, operationally effective and cost efficient.
• Driving creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives.
• Embrace and embed Amazon’s leadership and CS tenets within the ZACS network.
• Share operational and quality best practices across the Amazon CS global network.
• 10% international travel.

Basic Qualifications

• Bachelor’s degree or equivalent.
• Minimum 5-7 years’ experience in operations or program management, inhouse and outsource vendor management, or related field with CS background desired.
• Demonstrated success in leadership and executive presentation skills.
• Experience in highly diverse, international and matrix organizations.
• Self-starter, possesses flexibility to work in a fast-changing environment and ambiguous situations.
• Strong business analytics skills. Competent managing, delivering and analyzing disparate metrics across operations, finance and customer experience.
• Expert skills in Microsoft Excel and Word.
• Experience in creating/building new sites/businesses.
• Fluent in English, additional languages preferable.

Preferred Qualifications

• Experience implementing repeatable processes and driving automation or standardization
• We are open to hiring candidates to work out of one of the following locations:
• Cape Town, ZAF

Basic Qualifications

• 8+ years of delivering cross functional projects experience

Preferred Qualifications

• Experience implementing repeatable processes and driving automation or standardization