Description
Overview
Amazon opened its virtual doors in 1995 and strives to be the world’s most customer-centric company, where customers can find and discover anything they might want to buy online. We are currently recruiting for an Operations Manager - French Speaking, to join the team in Cork, Ireland.
The successful candidate will be a key part of the European (EU) Customer Service (CS) team, be responsible for leading a group of 3-5 CS Team Managers and their associated teams, each of which has approximately 20-30 CS Associates and 2-3 Team Leads. The Operations Manager will report directly to the relevant country or site CS Senior Manager. Key Accountabilities:
- Manage 3-5 Team Managers, each of them responsible for one CS production team
- Manage and drive staffing plans, schedules, quality initiatives, process change initiatives, and other Change/ Six Sigma initiatives
- Lead CS production teams to the achievement of their performance goals
- Set up and communicate quality and productivity goals, specific to the team, site or department goals
- Ensures that team is meeting quality and productivity goals
- Supports the Team Managers in monitoring performance improvement initiatives for quality and productivity at the team level
- Ensures high compliance to operational processes and policies
- Set/ clarify requirements and expectations for Team Managers
- Measures performance, provides feedback, hold Team Managers accountable for their performance and the performance of their departments
- Meets with Team Managers several times each day to monitor progress. As needed partner with Team Managers to establish corrective plans to insure that department meets objectives
- Ensures all Service Levels are met for the website he/ she is supporting
- Builds staffing and capacity plans with WW Capacity Planning team and local finance team
- Monitors actual staffing levels against plan
- Ensures compliance to intra-week and intra-day schedules
- Dynamically monitoring Service Levels and taking the relevant corrective actions as required
- Provides leadership to the French team in Cork, Ireland.
- Communicates and maintains Amazon CS vision, direction and culture to the team
- Represents Amazon.com by maintaining a positive and professional attitude
- Drives his/ her teams to high level of achievement and meeting CS goals
- Maintains great motivation levels in their group
- Raises the bar with respect to hiring and ensuring solid succession planning for all critical functions of their group.
- Keeps abreast of technology improvement at the company and industry level
- Leads process-improvement efforts and manage the implementation of both business processes and technical solutions.
- Applies best practices from and shares best practices with global counterpart.
- Represents the Voice of the Customer by appropriately escalating feedback to the relevant CS functions or other internal customers for resolution.
- Manages special projects and other duties as assigned
- Based in Cork, Ireland
- Travel within the EU 10% of the time
- Travel to the US twice per year to visit Seattle based teams
Key Experience Required:
- Proven record of owning, growing and managing full stand-alone operations
- P&L experience preferred
- A proven track record in leading and delivering improvement to customer satisfaction within medium - large call centre operations
- Demonstrable leadership experience and an engaging management style
- A background that demonstrates and understanding of “World Class” Customer Service
- Significant business Improvement experience, preferably six-sigma or Kaizen
- Experience Identifying the commercial and market drivers for a business area
- Development and implementation of customer service strategy
- Planning, prioritisation and project management disciplines
- Relationship management
- Experience in leading large organizations and building talent and future leaders
Personal Skills
- Is an inspirational and motivational leader
- Is confident and skilled at influencing any individual or group
- Has the drive and conviction to challenge assumptions and drive change
- Thinks flexibly and creatively to generate innovative solutions
- Strong analytical ability and a meticulous attention to detail
- Identify and remediate key issues in an operational environment
- Outstanding written and verbal communication skills
- Highly metrics driven, strong analytical aptitude
- Must deliver Measurable results
Key
Qualifications required:
- Degree Qualified
- Fluent English and one of: French, Italian or Spanish
- Strong working knowledge of additional European languages is highly desirable
- TQM, Lean or six sigma background is preferred
In return, we will offer you a competitive salary, site performance related pay, employee discount, stock units and other excellent benefits including healthcare. You will also have the opportunity to develop a rewarding career with one of the world’s leading online retailers.
