Operations Manager, Shipping and Delivery Support (SDS)

Amazon; Sheffield; On-site; GBP 40,000 - 60,000; Full time

Job summary

Amazon is seeking an Operations Manager for Shipping and Delivery Support to lead a large team and enhance customer service. The role involves managing performance, driving process improvements, and ensuring team engagement in a fast-paced environment.

Qualifications

• Experience managing teams of 160-200 Customer Service Associates.
• Fluent in English and Japanese.
• Experience in Contact Center Operations.

Responsibilities

• Lead a team of 8 Team Managers and oversee performance.
• Manage workflow and handle escalations.
• Drive quality and process improvements.

Skills

Communication

Analytical Aptitude

Leadership

Problem Solving

Education

Master’s degree or MBA

Job description

Operations Manager, Shipping and Delivery Support (SDS)

Amazon’s expanding Logistics products and services (e.g. Amazon Logistics, Global Specialty Fulfillment, and Amazon Delivery Technology) are creating new customer segments, including drivers, recipients, shippers, property managers, global sellers and storage owners. Shipping and Delivery Support (SDS) is a customer service organization dedicated to create world class support for these new customer segments.

To achieve our mission SDS is seeking a Operations Manager who lead approximately 8 Team Managers and 160-200 Customer Service Associates; responsible for the overall direction and performance of the teams
- Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets
- Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
- Manage the career growth and development of the Customer Support team by driving focus on Amazon’s Leadership Principles
- Responsible for Training employees; planning, assigning, and directing work; rewarding and disciplining employees; resolving conflicts; staffing; and development of employees, Standard Operating Procedures, high quality and productivity within the department
- Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments

Operations and Project Management
- Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
- Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives
- Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization
- Works to build and maintain customer trust
- Solving complex customer support issues and proactively heading off negative service trends.
- Identifying and eliminating root cause barriers to accuracy, productivity, and quality
- Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures
- Developing and achieving performance goals and objectives in order to achieve customer support expectations
＊Please include People management & development experience with numbers in your Resume.



Key job responsibilities
- Operation Management including KPIs
- People Management
- People Development
- Team Engagement

A day in the life
- 1 on 1 with team members
- Weekly Business Review
- Metrics review and Execute Action Plans
- Meeting for People Management, Team Engagement
- Urgent escalation handling

BASIC QUALIFICATIONS

- Ability to stay focused and keeps up with our continuous and fast-paced growth
- Ability to write, read and speak fluently in English language
- Ability to write, read and speak fluently in Japanese language
- Strong communication skills as well as a strong technical and analytical aptitude are required
- Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of an extremely customer-focused and metrics driven environment
- Ability to be a cost owner and drive cost effective measures in the department and across the organization
- Ability to manage and drive process related automation with technical team where needed

PREFERRED QUALIFICATIONS

- Master’s degree or MBA
- Knowledge of Six Sigma/Lean Processes
- Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)
- Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement
- Strong communication and presentation skill
- Must be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving with an unrelenting passion for excellent customer service
- Demonstrate ability to be a strong team player, behaves like an owner, and ultimately focused on delivering results with high standards



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.

Posted: March 14, 2025 (Updated about 20 hours ago)

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.