Customer Service Ops Manager II: People & Process Lead

Amazon Uk Services Ltd.

City of Edinburgh

On-site

GBP 70,000 - 90,000

Full time

8 days ago

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Job summary

Amazon UK Services Ltd. is seeking an Operations Manager II to provide strategic and tactical leadership for roughly 240 associates at our Edinburgh B&M site. You will define metrics, goals and long-term strategy while guiding teams to deliver world-class customer service.

The role requires on-site leadership, cross-functional collaboration, and strong knowledge of UK employment relations. You will mentor managers, drive Kaizen/continuous improvement initiatives, and coordinate planning with

Qualifications

Experience managing large teams across multiple locations and languages.
Strong track record in performance metrics, process improvement and Lean methods.
Experience in implementing process improvements.
Experience in customer service.
Experience in people management.
Proficiency with Microsoft Office including Outlook, Word and Excel.

Responsibilities

Lead on-site leadership and drive team culture.
Define metrics, goals and long-term plans; manage ambiguity.
Partner with cross-functional teams to balance short-term needs and long-term goals.
Develop workflows, SLAs and operational excellence mechanisms.
Mentor managers and contribute to strategic planning.
Calibrate metrics and participate in UK planning processes.