Manager III, Investigation, SEPO

Basic Operations

• The candidate needs to be able to drive results as in a production environment.
• Will be answerable to teams across sites and must lead his team and stakeholders towards meeting the operational metrics of quality, productivity and service levels along with key business goals.
• Will be responsible for setting the goals and vision for the function(s) operating under the candidate.
• Should be able to head projects with various stakeholders that influence not only his team but the larger POE group as well.
• Accountable for driving the Product Quality Ops strategy across Amazon at different forums.

People Management

• The Operations Manager would be responsible for creating mechanisms for employee growth and development throughout the organization.
• This would mean enabling the next level managers in creating succession plans and talent development.
• Will be an integral part of hiring people for the team, and other global functions within Amazon.
• Will represent the team, including all managers in the appraisal process within Amazon.
• Will manage the organization structure for his entire team, so that it can deliver as per scale and future growth.

Process Improvements

• As an Operations Manager, the candidate would need to drive innovation within the team, such that operational inefficiencies are removed and existing procedures / SOPs enhanced.
• Should be able to identify and lead projects across various teams, develop new metrics, and drive creation of new tools for the same.

Networking

• As an Operations Manager, there would be multiple internal and external stakeholders to interact with.
• The incumbent will have to drive common goals across various teams and set up effective communication across those teams.
• This will result in the organizational goal of POE Operations being driven through those teams as well.

Responsibilities Include :

• Manage a team of managers and an overall operations team of between 200 and 250 employees.
• Ensure high quality and high volume productivity within the jobholders organizational units.
• Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within your organizational units, as well as serving as a role model.
• Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon.com leaders, including application of succession planning at all levels across all teams.
• Manage and execute for defined metrics and quality, maintain clear metrics on our investigation handling volumes, performance, and decision quality.
• Achieve operational excellence and drive process improvement in our service level agreements (SLAs) for all processing activities.
• Analyze the key levers of the business to identify bad debt trends and proactively take action to eliminate root cause defects.
• The manager's success will be measured by their ability to drive operational efficiencies across all processing areas whilst improving internal and external customer experience.
• Keys to success in this role include exceptional leadership, analytical, managerial, interpersonal, and project management skills.
• This role blends operations, product management, customer service, global strategy, finance, and usability.

A Day in the Life

About the Hiring Group

Job Responsibilities

Locations : IND, TS, Hyderabad