Easter Seals Jobs

Description

The Senior Operations Manager, Customer Service provides end to end leadership for Amazon Japan’s Customer Service operations team. This senior-level management role will be responsible for delivering high standards and goals for our operations teams and sites. This position requires a results-oriented, high-energy, dynamic individual with both stamina and mental quickness to be able to work and thrive in a fast-paced, customer obsessed environment.

The Senior Operations Manager is responsible for all safety, budgetary, people development and operations objectives for our 24/7 operations across physical and virtual sites in Japan. Responsibilities include managing and leading a team of Operations Managers, ensuring performance objectives are met or exceeded, building positive employee relations, developing leadership bench strength, collaborating effectively with stakeholders, planning strategically and raising the bar on customer experience.

The ideal candidate will have these qualifications and business experience;

• A completed Bachelor’s Degree from an accredited university in operations, or a related field, is required or 2+ years Amazon experience

• 10+ years direct management experience in leading large teams/operations, including a salaried/hourly workforce, in a contact center, manufacturing, production or distribution environment.

• Experience with performance metrics and process improvement.

• Candidates must be flexible to work a variety of hours as business demands.

• Experience with the full staffing lifecycle, including interviewing, hiring, performance management, promotions and terminations.

• The ideal candidate will have a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma.

• A deep knowledge in continuous improvement methods such as Kaizen, Lean, DMAIC, etc. is required.

• A keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence.

• Demonstrated familiarity with general principles of workflow in an inbound contact center, and current technologies to help manage that workflow.

• Exceptional analytical capabilities.

• Strong oral and written communication skills in Japanese and English.

Key job responsibilities

• Lead and oversee physical and virtual operations sites to attain operating goals at levels which meet customers’ needs and established financial benchmarks.

• Demonstrate deep cross-functional business understanding with a long-term perspective for decision-making.

• Develop and drive strategies and programs which improve customer experience and business results.

• Deliver process improvement initiatives to meet and exceed customer demands, using methodologies such as Lean and Six Sigma.

• Take proactive steps to ensure that best practices are shared across all departments, shifts and among the network.

• Manage and raise the bar on safety, quality, performance and customer experience of the operation.

• Continuously improve employee experience and talent development at scale including a salaried/hourly workforce.

• Manage the full staffing lifecycle, including interviewing, hiring, performance management, promotions and terminations.

• Collaborate effectively with other operations and support functions (HR, Finance, IT, Facilities, Safety, and other leaders).

• Acts as the thought leader for Customer Services and demonstrates Amazon’s core values and Leadership Principles.

• Sets and clarify requirements, measure performance, provide feedback, and drive accountability.

Basic Qualifications

• The ideal candidate should have best in class leadership experience of at least 10+ years.

• They should have a proven track record of success in multi-site Customer Service Centre environments, leading large teams (500+).

• The candidate should have a proven track record of driving customer-centric KPIs.

• They have a highly collaborative approach and is successful in managing remote locations.

• Fluent and effective Japanese and English verbal and written communication skills are required.

Preferred Qualifications

• Experience in continuous improvement culture and methodology (e.g. lean, six sigma, kaizen).

• Through an easy grasp of metrics and quantitative analysis, the candidate should be able turn data into actionable programs.