Easter Seals Jobs

Description

Ring Customer Service (CS) Europe is seeking an experienced Operations Program Manager (III) to join the Ring CS management team with responsibility for our multi-lingual Technical Escalation teams.

The successful candidate will collaborate with global and European cross-functional business teams, and CS operations to identify opportunities to improve the customer and associate experience. The manager will have a strong delivery record and proven operations and program management experience.

The role require scoping and creating operational plans, developing processes, coordinating and driving execution, and communicating to senior management on status, risks and process/product changes. Cross-team coordination and executive presentation skills are essential.

The Operations Manager will be responsible for the management of a number of teams with various language skills who will support Rings Customers while also identifying opportunities and initiatives to continually improve Rings products and services. You’ll be responsible for ensuring service levels are achieved and you will be the conduit between the customer and the business.

Key job responsibilities

Performance management of a team of managers and associates/agents

Deliver and manage reporting of goals, metrics and opportunities in collaboration with the business and the team

Prioritisation of the team activities using data driven decisions

Ensure metrics/dashboards show the outcomes of change

Work with a variety of other Ring/Amazon departments to identify and leverage best practices

Align actions with the goals of the European and global Leadership Teams(LT)

Be the conduit between the customer and the European business teams and its partners

Serve as an advocate for customers when something doesn’t feel right

Learn and understand Rings products, services and features

Communicate trends and opportunities to leadership

Work autonomously in an ambiguous environment.

A day in the life

As an Operations Program Manager, you will be responsible for defining metrics to measure team progress, customer experience, and operational excellence that ensure a smooth customer and associate experience. You will work closely with a range of Ring/Amazon colleagues and drive discussions that include the right stakeholders, result in impactful decisions, and communicate the results of those decisions in a clear and timely manner through Amazon’s writing mechanisms. You recognize when additional viewpoints are needed and coach your employees on how to effectively identify and incorporate them. You will proactively lead recruitment efforts by attracting and hiring bar raising talent who bring needed skills and expertise to your org. You will build a team that is able to deliver successfully without you. When you are involved, you use your judgment to question proposals and test assumptions in order to improve the outcome for customers, stakeholders, or your team. Your questions and/or observations give the team new insights into the problem. You are able to communicate across an increasing diversity of locales, roles, and functions and you are clear and concise in your verbal and written communication

About the team

Our mission is to be Earth’s most customer-centric company, and few departments have as direct an impact on that mission as our Customer Service team. We're an inclusive team who empower and look after our people, so they have the time and energy to focus on our customers’ happiness. Our goal is to reduce customer effort every way we can, helping them get the best results quickly and efficiently. We support our self-service channels to offer expert insights into our customers’ most complex issues.

Within Customer Service, there are opportunities in process improvement, customer experience, data analysis and customer retention. The CS team is always looking for ways to make Ring’s customer service even better, and we need excellent people to make that happen.

Basic Qualifications

Bachelor’s degree or equivalent

Professional experience in Operations with progressively increasing responsibility

Project Management experience

Experience of managing remote teams

Experience in a customer facing role working with customers

Experience in requirement gathering and ability to write clear and detailed requirement documents

Excellent oral and written communication skills

Problem-solving skills with proficiency in learning new technologies

Relevant experience in using data or anecdotal evidence to influence business decisions

Preferred Qualifications

• Bachelor's degree in business, engineering or related technical or quantitative field

• Understanding of continuous improvement methodologies such as Six Sigma or Lean

• Experience working in an operational environment with technical teams

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/content/en/how-we-hire/accommodations.