Description
Overview
Here at Amazon, we are looking for an experienced Senior Operations Manager to add the infrastructure, processes and people that will allow us to expand our existing French language capabilities and add new support languages. This role is based within our Customer Service (CS) Centre in Cork, Ireland. Key Accountabilities:
- Owns all aspects of the French CS Operating Unit (OU), including delivering Amazon levels of customer service, full ownership of all CS related metrics and performance, and ownership of business relationships with Retail, Transportation, Fulfilment Centres and Corporate functions.
- Responsible for driving implementation of a new French customer service node in Northern Africa. Provide strong leadership to the FR business, ensuring the maintenance of high standards through an effective performance management programme
- Liaising with the world-wide Global Outsourcing team to manage the relationship and performance of off-shore contact centre operations
- Implementation of Kaizen, driving process improvements across the business function
- Using root cause analysis to eliminate reoccurring customer issues
- Influence key stakeholders across the business and gain “buy-in” for change when necessary
- Develop Customer Service strategy and liaise with European and US counterparts to develop “best practice” and Global Customer Service Strategy.
- Responsible for weekly executive metric report-outs, with detailed analysis of variances.
- Responsible for producing weekly and quarterly narrative documents detailing the state of the business.
- This position should expect to take accountability for additional support languages every year.
Scope:
- Reporting to EU Director of Customer Services in Luxembourg
- Responsibility for two Operating Units, with more to be added annually
- OU budgetary responsibility
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 native French speaker
- 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.
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