Customer Experience jobs in United States

This position will be based in Porto Alegre region. Amazon is looking for an Operations Manager to be based in our new Fulfillment Center in Nova Santa Rita - RS. The Operations Manager has complete responsibility for all processes within a warehouse on a specified shift or across multiple shifts. Reporting to the Sr. Ops Manager, you will be directly responsible for a team of Area /Team Managers and their direct reports. You will work to continuously improve the functionality and level of service that we provide our customers, resulting in exceeded productivity goals and delivery against our customer promises.

• Lead and supervise a team of Area Managers and hourly associates.
• Responsible for the overall safety, quality, performance and customer experience of the team.
• Carry out supervisory responsibilities in accordance with the organization’s policies and procedures.
• Accountability for meeting and exceeding operational goals.
• Strategic planning and forecasting; appraise performance; reward and discipline employees; resolve problems; and address staffing needs.
• Mentor, train and develop teammates for career progression and learning.
• Ability to develop and share best practices across the shifts and network.
• Proven ability to drive process improvements and the ability to keep pace with our explosive growth while motivating others to meet the challenges of an extremely deadline-driven environment.
• Manage and drive staffing plans, schedules, quality initiatives, performance levels, process change initiatives, and other Process Improvement/ Six Sigma initiatives to enable Operations and to attain the Business Plan.
• Manage a team of approximately many employees within a very fast-paced/ time-critical and demanding environment. This will include the setup and implementation of career development plans for all your Direct Reports, i.e. the Area Managers.
• Manage a shift directly and a major process directly or indirectly – becoming a subject matter expert in your area.
• Set / clarify requirements and expectations for Area Managers and Team Leaders.
• Work closely with other support teams (HR, Financial Manager, Facilities Manager, Safety & Security Manager, IT Manager) to build and secure support and resources for projects and initiatives.
• Carry out supervisory responsibilities in accordance with the organizations policies and procedures.
• Implement change and/or develop new processes as required.
• Participate from time to time in cross-functional Process and Business Improvement projects.
• Candidates must be flexible to work weekends and/or overnight shifts regularly.

• Bachelor's degree or equivalent
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Experience building and managing teams
• Experience in employee and performance management
• Speak, write, and read fluently in English
• Experience in logistics- MBA, or Master's degree in management, business administration, economics, engineering, marketing
• Experience in business process improvement, Lean or Six Sigma
• Knowledge of SQL and Advanced Excel (Array and Statistical formulas)

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