Operations Manager II - Customer Experience & Team Growth

Amazon Inc.; City of Edinburgh; On-site; GBP 60,000 - 90,000; Full time

Job summary

Amazon UK Services Ltd. is seeking an Operations Manager II to provide strategic and tactical leadership for approximately 240 associates with direct line management of around 12 Team Managers at our Edinburgh site.

You will define metrics, goals, and long-term strategy, while ensuring world-class customer experience and compliance with UK employment laws. The role emphasizes on-site leadership, Lean process improvements, and cross-functional collaboration.

Qualifications

• Experience managing large teams across multiple locations and languages.
• Knowledge of Microsoft Office including Outlook, Word, and Excel.
• Experience in performance metrics, process improvement, and Lean methodologies.
• Experience implementing process improvements.
• Experience in customer service.
• Experience in people management.

Responsibilities

• Lead people managers on-site and drive team culture.
• Interview and select candidates meeting Amazon's high-performance bar.
• Develop leadership skills in others and coach through UK employment matters.
• Define vision, negotiate cross-team priorities, and translate strategy into site priorities.
• Own service level performance and collaborate with cross-functional teams.
• Lead Kaizen and Gemba events to improve customer and associate experience.

Skills

People management

Leadership

Performance metrics

Lean methodologies

Customer service

Strategic planning

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Amazon UK Services Ltd. is seeking an Operations Manager II to provide strategic and tactical leadership for approximately 240 associates with direct line management of around 12 Team Managers at our Edinburgh site.

You will define metrics, goals, and long-term strategy, while ensuring world-class customer experience and compliance with UK employment laws. The role emphasizes on-site leadership, Lean process improvements, and cross-functional collaboration.