Sr. Operations Manager, CXQO

As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.

Just Walk Out (JWO) Technology is a team of entrepreneurial, analytical, and creative builders with innovation at our core. Designed and custom-built by Amazonians, JWO operates with the speed and agility of a start-up while leveraging the scale of Amazon. We use computer vision, sensor fusion, and advanced machine learning to push the boundaries of what is possible in retail technology — enabling customers to shop in engaging, fast, and safe ways.

Our checkout-free shopping experience automatically detects when products are taken from or returned to shelves, maintaining a real-time virtual cart for each shopper. When a customer finishes shopping, they simply walk out. Shortly after, we charge their account and send a receipt — no lines, no checkout, no friction.

Key job responsibilities
1. People Management
• Manage the local support operation of the site
• Manage a team of Group Managers (L5) and Team Managers (L4)
• Responsible for the overall direction, coordination, and evaluation of the reporting teams
• Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures.

2. Operations and Project Management
• Work with the Country/Site Lead – Operations to determine strategy to achieve overall site/network level goals
• Collaborate with cross-functional teams to innovate and iterate at pace
• Combine deep cross-functional business understanding with a long-term industry wide strategic context for all decision making. Effectively apply best practices to all strategic decisions.
• Solve complex challenges by proactively identifying and eliminating root cause barriers to accuracy, productivity, and quality.
• Maintain a complete and thorough understanding of technical systems in a complex CXQO business
• Participate in business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the business
•Operate with ownership and bias for action in a fast-moving, ambiguous environment
• Maintain strict confidentiality and follow all applicable Amazon policies for securing confidential information.

3. Coaching
• Use coaching to support the teams to achieve business or organizational results related to quality, productivity, compliance, and development
• Coach and support Managers to build a work environment where Associates are engaged and feel a positive sense of achievement about their role in delivering world class service.
• Coach and develop Managers on career paths for internal promotions and job enrichment opportunities.
• Ensure closure and effectiveness of individual coaching feedback sessions, and one-on-ones that focus on customer experience and operational excellence

4. Performance Management
• Responsible for the overall performance and operational delivery of the teams, this will require to work with key stakeholders to review performance trends and opportunities and take action to improve the service level and quality of performance.
• Perform regular 1:1's with each of your Managers; promptly addressing any help required, performance or conduct concerns
• Ensure successful site execution through tracking, reporting and feedback of emerging issues and associate performance and coordinating the response to various escalations.
• Use established processes to identify individual performance gaps and coach associates to meet and exceed expectations.
• Actively participates and represents team members in the annual performance review cycle.

5. Develop Talent
• Manage the career growth and development of Group Managers/Team Managers by driving focus on Amazon’s Leadership Principles
• Hires, manages, and develops high performing teams

About the team
Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.
Inclusive Team Culture
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Basic qualifications

- Bachelor's degree or Advanced Degree
- 5+ years of operations and people management experience
- 3+ years of managing managers experience
- Experience hiring and developing strong talent and building a team
- Experience with analytical tools and ability to dive deep into metrics and reporting
- Work flexible shifts including nights, weekends, or holidays in a 24/7/365 environment
- Can travel and relocate as appropriate

Preferred qualifications

- Master's degree, or MBA
- Experience building strategic relationships with stakeholders, including communicating and collaborating across teams and functions
- Experience prioritizing and managing multiple responsibilities
- Knowledge of Six Sigma tools and Lean techniques
- Experience delivering results for large, cross-functional initiatives/projects, or experience communicating results to senior leadership
- Experience influencing at all levels within an organization, particularly at the executive level
- Experience equally comfortable building strategic marketing plans and executing at a tactical level

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.