Senior Manager, Operational Excellence — CS Rhythm & Tools

Amazon; Seattle (WA); On-site; USD 178,000 - 241,000; Full time

Job summary

Amazon is seeking a Senior Manager, Operational Excellence for Amazon Customer Service in Seattle, WA. You will own CS rhythm of business initiatives and lead the Operational Excellence team, aligning senior stakeholders and driving end-to-end operational products and processes.

The role demands strong communication, governance, and ability to operate at scale across CS and Amazon. You will design strategies, build tooling, and drive data-driven insights using AI to improve performance, while

Qualifications

• 12+ years of product or program management, product marketing, business development or technology experience.
• 6+ years of team management experience.
• Experience owning/driving roadmap strategy and definition.
• Experience with feature delivery and tradeoffs of a product.

Responsibilities

• Rhythm of Business Ownership: Design, implement and manage key Rhythm of Business initiatives across CS.
• Strategic Insight: Understand CS strategy and translate into operational plans.
• Tooling: Design and build operational excellence tooling strategy and products for CS at scale.
• Team Management and Stakeholder Management: Lead a team and be the face of Operational Excellence with internal partners.
• Data and AI Insight: Define KPIs and leverage AI tools to improve operations.
• Navigate Ambiguity: drive clarity and structure to complex problems.
• Cross-Team Collaboration: Act as the key connection point across CS and Amazon.

Skills

Leadership

Stakeholder management

Roadmap strategy

Strategic thinking

Data-driven decisions

Education

Bachelor's degree

MBA

Job description

Amazon is seeking a Senior Manager, Operational Excellence for Amazon Customer Service in Seattle, WA. You will own CS rhythm of business initiatives and lead the Operational Excellence team, aligning senior stakeholders and driving end-to-end operational products and processes.

The role demands strong communication, governance, and ability to operate at scale across CS and Amazon. You will design strategies, build tooling, and drive data-driven insights using AI to improve performance, while