Job Openings at Amazon

Job description

Job Description

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services. As a member of the AWS Support team you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications.

As a Support Operations Manager, you will provide exceptional leadership & management needs for our growing number of Engineers. You will have a love for technology and operational excellence, to provide our customers with an exceptional experience and service.

Responsibilities

Define and Execute Business Priorities

You will be a key contributor and owner of the direction for your operations. This includes defining strategic goals for the team. You will be participating in defining, planning, and documenting key projects and initiatives. You will be tracking the progress of initiative outcomes against goals and ensuring that the team remains unblocked and focused.

Team and Performance Management

You will own all facets of performance and career management for the team. Regular one on one meetings with all team members are required. You will be expected to mentor all members in order to maintain a well-rounded, world class organization. This includes project management, quality audits and coordination of training sessions as well as day to day oversight of the team. You will own and be accountable for the output and performance of your team.

Operational Excellence

You will uphold and continue to drive operational excellence across the site and globe. You will drive best practices with a focus on outcomes for our customers. You will identify and own local and global initiatives that will continue to optimize our highly customer focused operational teams.

Recruiting and Hiring

You will take the lead in hiring quality personnel who not only fit the needs of the current organization but will allow the team to scale with our customer and service growth. You will coordinate with Amazon and external recruiting staff to evaluate potential candidates, participate in initial phone screens and provide relevant guidance and feedback during onsite interview loops. You will also be responsible for ensuring that proper training takes place for all new hires.

Incident and Escalations Management

You will be the point of contact for enquiries regarding engagement processes and issues impacting our customers during your team’s coverage. As a member of the Operations management team, you will be expected to participate in managing customer, service and network escalations and related incidents. The manager is expected to respond to critical issues regarding engagement and incident management on an as needed basis. You will be driving initiatives regarding improvements to existing tools & processes and providing feedback on new practices & procedures in order to scale with the rapid expansion of the AWS services and customer base.

As a Support Operations Manager, you will provide exceptional leadership & management needs for our growing number of Engineers. You will have a love for technology and operational excellence, to provide our customers with an exceptional experience and service.

You will own accountability to provide our customers with an exceptional support experience and assist customers in their time of need with highly technical and customer focused service.

Basic Qualifications

• The right person will have strong people management experience of 5+ years with a track record of success
• They will be analytical and have experience in leading technical support or operational teams in high pressure environments.
• Must have a record of driving projects to improve operations and support-related processes and the right technical support experience.
• Strong verbal and written communication skills, which will be key in driving customer and internal communications.

Preferred Qualifications

• Experience with managing IT environments on behalf of customers.
• Engineering, Computer Science, IT Degree or equivalent experience
• MBA or equivalent experience.

The Amazon Web Services business requires innovative thinking balanced with a strong customer and quality focus. This leader will have a track record of achieving that balance.
Experience in one or more of the following Windows, DevOps, Deployment, Networking, Enterprise Software.

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Job Description

Position Responsibilities

• The Workflow Analyst’s primary responsibility is to ensure that daily service levels for Operational Units is achieved by working closely with other Workflow Analysts, local site leadership, and other sites’ leadership teams. This includes but is not limited to identifying and mitigating emerging risks and assisting in potential plans for service level recovery.
• The Workflow Analyst also owns a variety of tasks, including managing GACD profiles of individual associates, as well as alerting individual team leadership of outliers in auxing and other variances.
• Workflow Analysts will be responsible for creating short term forecasts to ensure that the staffing planning are accurate.
• Other primary duties include coordinating site staffing needs, reporting and analysis of site head count numbers per Operational Unit, coordinating various cross-training opportunities, placement of new hire associates, and manage the site-wide shift bid process.
• The Workflow Analyst is also responsible for creating work schedules for all support analysts and must identify and seek to proactively resolve workflow headcount deficiencies .
• Workflow is a key driver in reducing the need for overtime hours via proper shift alignment and accurate interval and daily call volume allocation. Workflow is also a key driver in reducing cost and increasing associate utilization by offering Voluntary Time Off (VTO).
• Other secondary roles include developing/maintaining a series of workflow related trackers that drive day to day site-wide production efficiency (Voluntary Time Off, Absences, Agent Shifts, Overtime, NPT), and driving special projects designed to maximize efficiency and increase production and quality.
• Workflow Analysts are responsible for making adjustments adjustments to call volume proactively based on forecasted volume and real time adjustments based on actual call volume. These responsibilities are important to ensure that service level goals are achieved and, most importantly, that our customers receive the best experience possible.

Position Expectations

• Be a leader and role model in the site and an ambassador for the department
• Build short term forecasting models
• Understand call center basics (occupancy, productive to labor (PTL), shrinkage, attrition, etc.)
• Educate site population on WF practices
• Maintain close communication with QI teams and Program Management Teams.
• Accountable to ensure site staffing levels are maintained
• Accountable to analyze service level performance at the network level
• Proactively react and/or escalate any blockers or risks to meeting staffing/service levels
• Maintain and analyze all WF reporting
• Own the management of capacity to maintain and improve productivity and occupancy levels of the network
• Monitor real time metrics and communicate outliers around schedule adherence
• Tactically manage day to day workflow needs in real time
• Maintain site shrinkage reporting
• Builds and maintains strong relationships with key stakeholders to ensure shared objectives are met
• Represent the site in all staffing and planning calls as appropriate
• Maintain physical site capacity and floor planning
• Participate in/drive Lean initiatives through Kaizen efforts
• Ensure Workgroup Standardization guidelines are enforced
• Able to execute and own projects to completion
• Able to work in a Multiple Site, Multiple Time zone environment.
• Comfort/experience communicating and influencing across job levels with both internal and external partners

Basic Qualifications

• Must be in good standing with an exemplary attendance and time keeping pattern
• Must be consistently meeting performance targets in current position
• Must have completed NQF Level 4 or equivalent Qualification
• 1 year experience in scheduling, planning or other components of managing and planning workflow capacity within the Amazon Organization or experience in a leadership role in Amazon or elsewhere.
• Excellent analytical and mathematical skills
• Strong command of Excel and other MS Office programs
• 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
• Ability to push back, foresee potential issues, and advocate for relentless improvement
• Ability to easily deal with ambiguity
• Ability to solve for both service level and productivity concerns with the challenges of minute-to-minute change
• Ability to make independent, sound decisions that affect the experience of thousands of Amazon customers and hundreds of CS associates all over the globe
• Ability to communicate effectively in English (verbally and written)

Preferred Qualifications

• BA or BS degree in business or a related field is preferred
• SQL knowledge (Mysql, TSQL, Oracle)
• Have previous experience using different forecasting models.