Amazon Work From Home Jobs Jaipur

Job Summary

The Device, Digital & Alexa Support (D2AS) vision is to be Earth’s most trusted device and digital service provider. To realize this vision, D2AS partners with the digital and devices business teams, defining the right product experiences, being the customers’ advocates through Voice of the Customer insights, and supporting the launch of new products, services, and countries.

Finally, D2AS creates the tools, content, and training to empower customers to solve their technical issues, autonomously, through automated assistants, or with the help of an expert customer or associate.

The Operations Manager will be setting the vision and defining the overall strategy of our remote teams based out of India while managing day-to-day operations and driving performance improvements. The team provides service to customers from several marketplaces such as NA, IN, and EU in voice and non-voice contact mediums across D2AS support.

This is a senior-level manager position that is fully accountable for the results of the reporting teams at the D2AS VCS site. The ideal candidate will leverage their experience in geographic market assessments, operational expertise, financial management and hiring great people, and management of businesses across several large-scale customer care centers. If you have a passion for setting a high bar for customer service, this is the perfect role for you!

Key job responsibilities

• Leading and managing 3-4 direct reports and 250+ indirect reports; responsible for the performance of the teams.
• Owning up the overall direction, coordination, and evaluation of the teams under their management.
• Hires manages and develops high-performing teams.
• Seeks to align with Amazon’s core leadership values and initiatives, and translates those into everyday D2AS practices.
• Works with the Senior Site Leader to define strategy and achieve overall site goals.
• Shapes the direction of his span of control, and keeps them focused and motivated to deliver the right results.
• Combines a deep cross-functional business knowledge with a long-term industry-wide strategic context for all making business plans.
• Effectively applies best practices to all strategic plans. Solves complex Technical issues by proactively identifying and eliminating root cause barriers to accuracy, productivity, and quality. Maximizes resources for the greater good of the organization.
• Maintains a complete and thorough knowledge of technical systems in the D2AS team. Implements change or develop new processes as necessary to provide the ability to better service multiple work types.
• Continually measures and evaluates all work processes using Kaizen, Lean, DMAIC, and other improvement methods.

About the team

Our mission is to prevent and solve problems and delight our customers. We help customers through their journey (set up, feature awareness, and issue resolution) in a way that builds trust and increases engagement.

BASIC QUALIFICATIONS

• Graduate in any stream. Completed MBA or Master’s Degree in operations is a plus
• 7 + years of work experience in managing large teams across multiple geographies and languages.
• Strong interpersonal and leadership skills. An ability to think quantitatively and qualitatively about operating processes, risks, and outcomes
• Experience in managing Tech support Operations or E-commerce organizations.
• Experience in a highly analytical, results-oriented environment with external customer interaction.
• Track record of managing metrics and improving the performance of teams
• Strong interpersonal and leadership skills. An ability to think quantitatively and qualitatively about operating processes, risks, and outcomes.
• Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of a customer-focused and metrics-driven environment
• Ability to be a cost owner and drive cost-effective measures in the department and across the organization

PREFERRED QUALIFICATIONS

• Intellectual curiosity, tenacity, and drive to get stuff done
• Experience in operations, general management, or engineering fields
• Proven track record of both high-level strategic thinking and detailed execution
• Strong written and verbal communication and analytical skills, including a strong ability to identify and solve ambiguous problems
• Demonstrated ability to think big and influence across all levels of an organization
• Comfortable with “hands-on” management of tasks, and proven ability to manage multiple, contending priorities simultaneously.
• Knowledge of Six Sigma/Lean Processes is preferred