NA Service Delivery Manager - Job Description
At Amazon.com, we strive to be Earth’s most customer-centric company. To support this vision, we need exceptionally talented, bright, and driven people.
If you would like to help us build the place to find and buy anything online, this is your chance to work hard, have fun, and make history.
Seller Support is a seeking an experienced Service Delivery Manager to join the Service Delivery team to ensure Sellers have the best support experience possible across a multi-
partner network. This position will also be accountable for daily operational delivery and strategy.
The successful candidate will draw from previous work experience in contact center management and international vendor management to ensure operations are run consistently and positively impact the seller experience.
This position will be located in the supported region.
Job duties include :
Daily and weekly operations management
Regional partner forecast process
Escalation, change management, and corrective action
Representation of regional partner network in business reviews
Drive continuous operational improvement
Validate monthly payment process
Launch new site operations
Audit sites and validate agent satisfaction
Root cause analysis and corrective action plan for variances in operational performance
Facilitate Away teams and on-site visits
Strong business analytics and leadership skills
Detailed reporting and metrics preparation
Program and technical management
Operations process standardization
Project management experience
Scoping and launching new international Seller Support sites to support our global business
At least 5 years’ experience in a call center environment, preferably in outsourced operational leadership.
In-depth knowledge of work force management systems and forecasting
Quality management, and performance management
Familiarity with outsourcing environment
Fluent in English
Executive business presentations
Excellent skills in Microsoft Excel, PowerPoint, and Word
Up to 30% domestic and international travel
Bachelors or advanced degree
COPC Certified Coordinator
Experience with LEAN and / or Six Sigma methodologies