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  • Posted: November 26, 2019
    Deadline: Not specified
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  • Launched in 2006, Amazon Web Services (AWS) began exposing key infrastructure services to businesses in the form of web services -- now widely known as cloud computing. The ultimate benefit of cloud computing, and AWS, is the ability to leverage a new business model and turn capital infrastructure expenses into variable costs. Businesses no longer need to pl...
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    Operations Manager, AWS Customer Service

    People Management

    • Leading and developing associates and team manager(s); 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 customer service 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

    • 5+ years relevant experience managing customer service teams (from associates to managers).
    • Direct experience in Contact Center Operations (Customer Service, Technical Support, Sales, or Collections).
    • Strong oral (speaking, listening, interpretation) and written communication skills.
    • Able to work in an ambiguous, internet-speed environment.
    • Absolute passion for ensuring a great customer experience with every contact.
    • A record of driving projects to improve support-related processes.
    • Flexible work schedules (weekends and/or evenings)

    Preferred Qualifications

    PREFERRED QUALIFICATIONS

    • BA/BS/Masters degree or equivalent experience
    • He or she will have strong experience with quality engineering, process improvement, and operational excellence.
    • This leader will be known for his/her ability to communicate vision and drive execution and work seamlessly with both technical teams and business teams.
    • He or she will have a strong reputation for attracting and developing the best talent.
    • This leader will have the intellectual capacity to look at a wide array of options and identify what truly matters.
    • He or she will be someone who stays connected to the details of his or her business.
    • He or she will be an inspiring people manager and adept at quickly growing the organization.
    • Experience with AWS, Cloud Computing or technical support industry
    • Experience with pre-sales in the IT industry

    Method of Application

    Interested and qualified? Go to Amazon Web Services on www.amazon.jobs to apply
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