Senior Manager, Operational Excellence, Amazon Customer Service

Rhythm of Business Ownership

Design, implement and manage key Rhythm of Business initiatives that support business operations across CS.

Strategic Insight

Develop a strong understanding of CS strategy and tactical implementation to inform how you lead the operationalization of these plans.

Tooling

Design and build our operational excellence tooling strategy and products. Determine how we can best support CS at scale via high quality tools.

Team Management and Stakeholder Management

Lead a team of high performing Operational Excellence employees and be the face of Operational Excellence with internal partner teams across CS and Amazon. Ensure leadership alignment with our initiatives and that their needs are being met by our tools.

Invent and Simplify

See around corners to decide the next types of processes, mechanisms, and tooling we need in CS to drive us towards our goals.

Data and AI Insight

Define KPIs and metrics to measure team success. Leverage new technologies and tools, including AI, to help us solve our business operations challenges.

Navigate Ambiguity

Be proactive in navigating ambiguous business challenges to a successful outcome by driving clarity and structure.

Cross-Team Collaboration

Act as the key connection point across the organization, ensuring alignment, effective communication, and seamless execution.

About The Team

The Organizational Enablement team within Amazon Customer Service is an organization made up of a diverse suite of functions dedicated to ensuring our Customer Service team runs smoothly and delivers for customers. We are a team of strategic and operational drivers who sit at the center of the key executive processes and our most critical goals to support the wide-ranging Customer Service organization.

Basic Qualifications

• 12+ years of product or program management, product marketing, business development or technology experience
• 6+ years of team management experience
• Bachelor's degree
• Experience owning/driving roadmap strategy and definition
• Experience with feature delivery and tradeoffs of a product

PREFERRED QUALIFICATIONS

• Bachelor's degree in business administration, finance, economics, computer science, data science, engineering, or other related field
• MBA
• Experience building AI-native processes and operational infrastructure at scale
• Experience in customer service or Amazon business operating rhythms