Jobs at Amazon Commercial Services (South Africa) (Pty) Ltd

The right person will have strong people management experience of 5+ years with a track record of success
They will be analytical and have experience in leading multiple technical support or operational teams of up to 20 people, in high pressure environments.
Must have a record of driving projects to improve operations and support-related processes and the right high-level technical support experience.
Strong verbal and written communication skills, which will be key in driving customer and internal communications.

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services. As a member of the AWS Support team you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications.
As a Support Operations Manager, you will provide exceptional leadership & management needs for our growing number of Engineers. You will have a love for technology and operational excellence, to provide our customers with an exceptional experience and service.

Key job responsibilities

• Define and Execute Business Priorities
  • You will be a key contributor and owner of the direction for your operations. This includes defining strategic goals for the team. You will be participating in defining, planning, and documenting key projects and initiatives. You will be tracking the progress of initiative outcomes against goals and ensuring that the team remains unblocked and focused.
• Team and Performance Management
  • You will own all facets of performance and career management for the team. Regular one on one meetings with all team members are required. You will be expected to mentor all members in order to maintain a well-rounded, world class organization. This includes project management, quality audits and coordination of training sessions as well as day to day oversight of the team. You will own and be accountable for the output and performance of your team.
• Operational Excellence
  • You will uphold and continue to drive operational excellence across the site and globe. You will drive best practices with a focus on outcomes for our customers. You will identify and own local and global initiatives that will continue to optimize our highly customer focused operational teams.
• Recruiting and Hiring
  • You will take the lead in hiring quality personnel who not only fit the needs of the current organization but will allow the team to scale with our customer and service growth. You will coordinate with Amazon and external recruiting staff to evaluate potential candidates, participate in initial phone screens and provide relevant guidance and feedback during onsite interview loops. You will also be responsible for ensuring that proper training takes place for all new hires.
• Incident and Escalations Management
  • You will be the point of contact for enquiries regarding engagement processes and issues impacting our customers during your team’s coverage. As a member of the Operations management team, you will be expected to participate in managing customer, service and network escalations and related incidents. The manager is expected to respond to critical issues regarding engagement and incident management on an as needed basis. You will be driving initiatives regarding improvements to existing tools & processes and providing feedback on new practices & procedures in order to scale with the rapid expansion of the AWS services and customer base.

You will own accountability to provide our customers with an exceptional support experience and assist customers in their time of need with highly technical and customer focused service.

We are open to hiring candidates to work out of one of the following locations:

Preferred Qualifications

• Experience with managing IT environments on behalf of customers.
• Engineering, Computer Science, IT Degree or equivalent experience
• MBA or equivalent experience.
• The Amazon Web Services business requires innovative thinking balanced with a strong customer and quality focus. This leader will have a track record of achieving that balance.
• Experience in one or more of the following Windows, DevOps, Deployment, Networking, Enterprise Software.

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

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Amazon is hiring a Key Accounts Manager (KAM) to improve the experience for our African customers. Africa, represents a large and growing consumer market positioned for growth spurred by the increasing productive potential of its young population, rapid adoption of technology and evolving consumer behaviour. This role will allow you to work across various internal and external teams to evaluate the customer landscapes, and invent innovative approaches to solve ambiguous problems. If you are looking for an entrepreneurial role within a fast-paced, ambiguous and collaborative environment this is the position for you.

• Commercial related experience (business development, partnership management or sourcing new business)
• Bachelor’s Degree
• Written and verbal communication skills

Operating in a fast-moving and often ambiguous environment, the successful candidate will have full responsibility for delivering business and financial objectives.

The Account Manager will work closely with internal partners to identify long term and short-term growth opportunities for various categories.

Key job responsibilities
Develop long-term relationships with partners, support them in the integration of their offers and develop ambitious goals for future growth prospects.
Achieve business and financial objectives and drive the growth of Amazon’s third-party business in selected categories
Identify opportunities to improve the business for all partners through scalable solutions and manage the roll-out of these solutions
Conduct deep dives to understand root causes of business performance and actions to accelerate growth
Identify and manage projects to improve customer and partner experience, working closely with internal and external teams

We are open to hiring candidates to work out of one of the following locations:

Cape Town, ZAF

E commerce experience · Experience solving analytical problems, either in professional experience (data analysis) or education.

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.