Amazon.com Services LLC Looking For Operations Manager, Books Customer Support at North Charleston, SC Full Time

• Bachelor’s degree or significant relevant experience
• 5+ years’ experience in Customer Support organizations with progressively increasing responsibility
• Experience managing successful teams that include leadership roles
• Project management experience

Job summary

Amazon strives to be the world’s most customer-centric company, where customers can research and purchase anything they might want online or offline. We set big goals and are looking for people who can help us reach and exceed them. The Books business is one of the most innovative and fastest growing businesses at Amazon.

The Books team is looking for an experienced Customer Support (CS) Operations Manager in our Charleston, SC location to lead teams who support authors and publishers around the world. This individual will lead a motivated team to provide world class support for independent authors who are using Kindle Direct Publishing and related Books services. Key responsibilities will include a mix of daily operations management, process optimization, improvement, and innovation as well as long term operations strategic planning and network project responsibilities. Successful candidates must love developing individuals at all stages of their careers, and not be afraid to get into the details of customer service.

The right candidate will understand and demonstrate Amazon’s core values and Leadership Principles and translate those to everyday operational practices at every level of their organization. They will set the overall strategy for the Charleston Books CS site and work with peers across the globe to lead global initiatives and continually improve our operations. This role will require a thorough understanding of technical systems in a complex contact handling environment, a deep cross-functional knowledge of multiple businesses in multiple geographies, clear written and oral communication, emotional maturity, and professionalism under pressure. It also requires a demonstrated ability to build positive, productive relationships with many stakeholders and partners around the world.

Key job responsibilities

• Lead a team of customer service managers and specialists from different businesses that support frontline associates. Interview, hire, educate, develop and motivate employees at both the individual and manager level.
• Insist on high standards by communicating clear performance objectives in support of an excellent customer experience. Achieve site-level targets in quality, productivity, and time management.
• Identify root causes and solve complex customer or organizational challenges that cause negative service trends at both a site and network level.
• Ensure operational mechanisms are in place at a site and network level that allow for auditable processes and data-driven decisions. Determine where to simplify, eliminate, or extend process solutions to achieve the best outcome.
• Serve as a key operations stakeholder on customer-facing project launches that impact CS associates. May independently lead projects related to expansion of customer support channels.
• Assist in the creation of staffing plans, schedule changes, quality initiatives, process change initiatives, and other employee change management efforts where required.
• Build productive working relationships across other customer service sites within Books and within Amazon.
• Support the career growth and development of the customer support team (including managers) through focus on Amazon’s core values. Ensure the site has an employee development and engagement roadmap.
• Ensure a safe and productive work environment through coordination with HR, building services, employee services, and other local teams’ leadership.
• Master’s degree or MBA
• Experience with contact center productivity and customer experience metrics
• Strong organizational planning, development, and business judgment
• Experience in publishing support, with a demonstrated history of delivering innovative solutions
• Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use
• Comfortable with fast-paced environment and all aspects of change management
• Ability to motivate and inspire large groups of people.
• Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.