D2AS Operations Manager II (North America), D2AS WW Ops

Are you passionate about improving customer experience? Do you live and breathe in a connected world? Are you attracted by Amazon’s Digital and Device products including Echo, Kindle eReaders, FireTV, Amazon Video, Gaming, Music, Alexa Voice Services and more? Does coordinating across teams, cultures and countries sound exciting to you?

If so, the Digital, Device and Alexa Support (D2AS) team is hiring an Operations Manager (m / f / d) for the Americas Operations in South Africa. The D2AS Operations Manager, is responsible for setting the vision and providing the overall leadership, direction, and operational guidance the team as well as supporting the overall success of Americas customers. He / she will be responsible for understanding D2AS customer experience, associate skills, headcount, capacity growth needs, and developing a strategy rethinking and creating how we provide this world-class technical support in a rapidly changing, complex and connected environment.

This role is virtual by design.

Key job responsibilities

Deliver Results

Set the vision and culture of the Team Managers and team by leading activities such as goals setting process, regular check-ins, expectation setting etc.

• Meet the Operational Quality, Productivity, Compliance adherence and other metric goals for span of control
• Advocate on behalf of customers by escalating impacting issues proactively.

People Management

Accessibility Contact handling and expansion of high complexity contact recommenders.

Process Improvements

Escalate customer issues or act on ideas raised by TMs

Dive deep and reviews

BASIC QUALIFICATIONS

5+ years of leading Technical Support teams management

4+ years of relevant experience in customer service leadership roles

Experience supporting teams to deliver cross functional projects

High verbal and written communication skills

Strong Technical and analytical aptitude

Experience of leading teams through change and creating employee satisfaction

Dedication to create customer satisfaction

Influencing skills

Ability to quickly adapt to changing priorities and generates innovative solutions in an extremely fast-paced environment

Self-starter who is able to prioritize and deliver on deadlines with minimal supervision

Experience in successfully managing remote customer service teams

PREFERRED QUALIFICATIONS

5+ years of relevant experience in people management and leadership

4+ years of relevant experience in customer service leadership roles

Experience supporting teams to deliver cross functional projects

High verbal and written communication skills

Technical and analytical aptitude

Experience of leading teams through change and creating employee satisfaction

Dedication to create customer satisfaction across teams in span of control

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.