Operations Manager, AWS Customer Service at Amazon Web Services

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