Operations Manager I, Executive Customer Relations (ECR)

- Bachelors Degree or 2+ years of Amazon experience - 2+ years of people management experience - 1+ year of project/program management experience. Amazons Digital, Device and Alexa Support (D2AS) organization is seeking an Operations I Manager to join the D2AS Executive Customer Relations (ECR) team. The D2AS ECR team works on behalf of Senior Leaders to resolve complex customer problems, restore customer trust, and prevent similar issues from reoccurring. D2AS ECR supports executive, safety and offensive content and privacy escalations globally. The team examines customer anecdotes, and provides meaningful insights to our stakeholders to focus on the right solutions, features, and designs. In this role, you will be part of a Worldwide Digital and Device Program team who collaborates with various teams, within and outside D2AS, owning highly escalated customer issues and surfacing process improvement efforts with the objective to eliminate future escalations. Youll collaborate with our Legal, Public Relations, Content, and Business teams regularly for input solving customer issues. The number one priority for this role is to ensure that specialists are supported to deliver a world class experience within the Escalations Ecosystem. The role will require you to ensure your specialists priorities remain focused on supporting their customers, adhering to guidelines, process and structure with an immense Bias for Action. An ideal Operations Manager develops and supports their team to build a work environment where specialists are engaged and feel a positive sense of achievement about their role in delivering world class service. Key job responsibilities People Management: - Successful leadership and development of a team of ECR specialists. - Maintain the team in accordance with Amazon.coms policies and procedures including effective staffing, work planning, corrective action and conflict resolution. - Drive team improvements through analyzing team metrics, anecdotes and reviewing individual performance. - Enable a self-driven, customer-focused and innovative team. Project Management: - Create solutions for complex customer service issues and become proactive in resolving negative customer service trends. - Identify, own, and champion medium to high complexity projects. - Able to develop, plan, and implement short and long-term goals. - Ability to overcome obstacles and influence stakeholders to get the desired results. Production: - Guide ECR specialists through resolving high complexity or sensitive customer interactions. - Analyze trend and business insights identified through executive and CS contacts. Drive mutually beneficial resolutions impacting the broader customer base and org. - Intake all current non-production work demands of the team for review and ownership or delegation. About the team The D2AS ECR team is responsible for maintaining trust and engagement with customers who have escalated issues with their Amazon devices and digital services to Amazon CEOs, VPs, and other members of leadership. These are complex issues that could create PR risk, damage trust in the Amazon brand, and/or have elements of product safety or customer data privacy concerns. Our specialists are highly-trained and knowledgeable, serving as experts of improving customer trust, delighting them with personal, and peculiar experiences. We celebrate and examine customer anecdotes, providing meaningful insights to our stakeholders to focus on the right solutions, features, and designs.

• Ability to successfully meet deliverables in an ambiguous environment, using time management and prioritization skills.
• Exceptional deep-dive skills including data manipulation and analysis.
• Strong communication skills both oral (speaking, listening, interpretation) and written.
• Passion for ensuring a world-class customer experience with the department.

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