Job Description

• A Bachelor's Degree with 8+ operations management experience with at least 3+ years in managing people managers. Experienced in managing large operations teams
• Strong, self-driven leader with demonstrated ability to proactively drive, manage and grow an operations team.
• Excellent communication (written & oral) skills and detail oriented
• Comfortable working in a fast paced, ambiguous, highly collaborative, dynamic


Want to join the Earth's most customer centric company? Are you someone who like to design the right workforce strategy to meet long-term process targets? Do you like to develop the talent to create a high performing team? If yes, we have opportunities for you. Global Operations - AI (GO-AI) at Amazon is looking to hire candidates who can excel in a fast-paced dynamic environment.

Manager-II, Operations, is responsible for managing a team and facilitating flow of information across multiple stakeholders to resolve any potential issues that impact customer experience/ business continuity.



Key job responsibilities

• Manage a team of 5-6 Front line managers (L4) and 100-120 Associates.
• Work with stakeholders across the globe to transition processes and run it on an ongoing basis
• Own and drive operational and business goals/metrics for the team owned
• Manage the team of Managers and ensure high service delivery and execution
• Manage the organization structure, and continuously look to align with scope of work, skill requirement, and budget
• Own end-to-end service delivery and planning, which includes infrastructure, staffing models, resource hiring, and optimizing utilization
• Establish measurement, reporting, and delivery management processes for effective accomplishment of team goals
• Establish & drive business communication and reviews with senior stakeholders
• Set a high quality bar and continuously reinforce a culture of quality and innovation
• Drive continuous focus on process excellence and automation. Provide inputs for technology roadmap for tool-development projects to improve process efficiency, quality and end-customer impact
• Set high hiring and performance bar, and drive performance management strategy, create mechanisms to measure and benchmark talent at various levels in the function, identify top talent and create leadership pipeline for self and all levels in the team


A day in the life

Purview of a Manager II, Operations, GO-AI

Manager-II, Operations is responsible for managing a team and resolving any potential issues that impact business continuity. The job involves organizing, planning and prioritizing delivery of production and quality KRAs of the team. The candidate should have experience in managing people managers / front line managers and Subject matter experts. He/She should be able to communicate clearly in the written and oral form. Candidates should be able to come up with process improvements and drive business KRAs.



About the team

The Global Operations - AI (GO-AI) team handles exceptions remotely in the Amazon Robotic Fulfillment Centers Globally. GO-AI seeks to complement automated vision based decision-making technologies by providing remote human support for the subset of tasks which require higher cognitive ability and cannot be processed through automated decision making with high confidence. This team provides end-to-end solutions through inbuilt competencies of Operations and strong central specialized teams to deliver programs at Amazon scale.



• Experience in managing critical operational processes, with SLA responsibility
• Knowledge of databases (querying and analyzing) such as SQL, MYSQL, and ETL Manager and working with large data sets
• Experience gathering and analyzing large amounts of data and delivering business improvements.
• Knowledge of lean six sigma tools / Green belt certified.