Are you passionate about improving the quality of experiences for both customers and associates? Do you like dive deep of understanding issues? Does coordinating across teams and countries sound exciting? If so, Amazon Business Customer Service (ABCS) Operations (Ops) Team is looking for a Operations Support Manager who will be able to use experience working with diverse groups of stakeholders to focus on the improvement of processes. Operations Support Manager will function as a liaison between Ops leadership and ops team, stakeholders and peer functions to maintain the smooth operations in order for ABCS team.
As a successful candidate, you are obsessed with the experience of our customers and CS Associates (CSAs). You work effectively with the product management and operations teams to continuously improve the customer and CSA experience. You contribute to the program’s vision, as well as work on prioritizing features, learning complex concepts quickly, and working efficiently with both domestic and global stakeholders across various disciplines. You are comfortable in taking smart action, failing quick, learning and iterating.
Serve as a subject-matter expert on the current state of the Customer Service Associate Experience through continual first-hand observation, dialogue with CSA and data analysis
Work with operations manager to establish highest level standards and processes and execute experiments to development Customer Service Operations and seek best practices to meet long term scalability demands.
Manage the Dynamic Demand Management (DDM) associates to maintain the issue handing operations
Analyze the DDM operation and prepare the internal reports to the vertical leaders with insights for the improvements
Lead weekly meetings with operations to keep the efforts relevant and in line with the needs of our Customer Service Operations.
1+ years of program or project management experience
1+ years of working cross functionally with tech and non-tech teams experience
1+ years of defining and implementing process improvement initiatives using data and metrics experience
Bachelor's degree
Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
Experience defining program requirements and using data and metrics to determine improvements
Good verbal and written communication skills are crucial in both English (Business level) / Japanese (Native or JLPT N1)
1年以上のプログラムまたはプロジェクト管理経験
1年以上のtechもしくは非techチームとの業務上の連携経験
1年以上のデータや指標を使ったプロセス改善イニシアチブのデザインおよび導入経験
四年制大学卒業または同等の学位
MS Excel 上級(Pivotテーブル、Vlookupなど)およびSQLスキル
日本語：ネイティブレベル、もしくはJLPT N1相当
英語：ビジネスレベル以上（流暢な会話・文書作成能力）
Preferred Qualifications
1+ years of driving end to end delivery, and communicating results to senior leadership experience
1+ years of driving process improvements experience
Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
Experience building processes, project management, and schedules
1+ years of people manage experience
1年以上のEnd to End deliveryおよびシニアリーダーシップへの結果報告コミュニケーションの経験
1年以上のプロセス改善経験
ステークホルダー管理、組織内の異なるレベルのステークホルダーとの協業経験
プロセス構築、プロジェクト管理の経験
1年以上チームやスタッフを管理・監督した経験
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Company - Amazon Japan G.K.
Job ID: A2883708
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology and Customer Service
Industries
Software Development
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