Senior Site Leader, Customer Service, Stores Customer Service

Senior Site Leader, Customer Service, Amazon Stores Customer Service

Job  | Amazon Operation Services Philippines, Inc.

Amazon’s mission is to be Earth’s most customer‑centric company, and our award‑winning Customer Service team is a key part of that mission. The Customer Service team has a very clear purpose – to prevent, solve problems and delight our customers. Our team supports customers in 16 languages from more than 130 locations around the globe. The team is constantly innovating to raise the bar on customer experience and plays a critical role in listening to customers and escalating pain points to enable Amazon to improve and deliver world‑class customer service.

As the Sr. Site Leader in Cebu City, Philippines you will empower your people to think like owners, partner on or lead global initiatives to set new standards in customer support, and work with business teams across Amazon to give the customer a voice. You will oversee a large team of associates and managers. The Sr. Site Leader, Operations provides end‑to‑end leadership for the Operations management team of either a large single or multiple sites.

It is a senior‑level management role responsible for setting high standards and goals for the building(s) and ensuring those standards are achieved. This position requires a results‑oriented, high‑energy, dynamic individual with stamina and mental quickness to thrive in a fast‑paced, high‑growth environment.

Site Leaders are responsible for all safety, budgetary, people development and operations objectives for the site, which operates 24/7. Responsibilities include managing and leading a team of Operations Managers, coaching and mentoring the team to ensure performance objectives are met, building positive employee relations and building leadership bench strength within their site(s).

• Oversee all activities at the site(s), including overall direction for the site, operations to attain operating goals at levels which meet customers’ needs and established financial benchmarks.
• Combine a deep cross‑functional business understanding with a long‑term industry‑wide strategic context for all decision‑making to position the organization for success.
• Drive creation of quality and process change initiatives to enable your functional area and ultimately the site(s) to meet and exceed customer demands, ensuring engagement of managers during the creation and implementation of changes.
• Be responsible for the overall safety, quality, performance and customer experience of the operation.
• Set and clarify requirements and expectations for Operations Managers, measure performance, provide feedback, and hold managers accountable for their performance and the performance of the site.
• Take proactive steps to ensure that best practices are shared across all departments, shifts and among the network.
• Work closely with support staff (HR, Finance, IT, Facilities, Safety, and other Site Leaders/General Managers) to build and secure support and resources for projects and initiatives, as well as provide needed support and resources for other network initiatives.
• Understand and demonstrate Amazon’s core values and Leadership Principles in leading the site.
• Deal with the complexity of multiple lines of business and regions.
• Act as the thought leader for Customer Services.
• Develop and drive strategies and programs which improve the competitive position of the site and customer services.
• Demonstrate flexibility in work hours based on business need and be able to work through-out the Amazon peak periods of July and December annually.
• Travel internationally as and when required.

Everyone who works for Customer Service is focused on preventing and solving problems for customers, from designing and developing self‑service technologies, building and managing products and programs, to interacting directly with customers.

• 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,…