Job Description

DESCRIPTIONWant to showcase the future of automation to curious minds? Join our team as a Senior Operations Manager and help visitors discover how humans and technology work together to power modern commerce. We're seeking a Senior Operations Manager to lead Amazon Tours operations across India, Japan, and Australia. Based in Mumbai, this strategic leadership role will oversee tour delivery, team performance, and program growth across multiple fulfillment centers in the APAC region. The ideal candidate will combine operational excellence with strong people leadership skills to deliver exceptional experiences for Amazon Tours visitors.Key job responsibilities

• Lead and develop a team of tour guides and operations coordinators across multiple countries
• Conduct regular site visits to evaluate tour quality, maintain standards, and provide coaching
• Drive operational excellence through standardized processes, quality controls, and continuous improvement initiatives
• Manage program KPIs including tour quality scores, visitor satisfaction, safety metrics, and operational efficiency
• Develop and implement training programs to ensure consistent tour delivery across locations
• Collaborate with fulfillment center leadership to ensure smooth integration of tour operations with facility activities
• Partner with global Amazon Tours teams to share best practices and maintain program consistency
• Manage regional budget and resources to support program growth
• Ensure compliance with safety protocols, corporate policies, and local regulations

A day in the life
Start your morning checking in with your team in Japan, followed by a deep-dive into yesterday's metrics across all APAC sites. By mid-morning, you're walking the floor of a local fulfillment center, coaching tour guides and observing guest interactions. After lunch, lead a training session for new guides in Australia, then join a global stakeholder meeting to share APAC's latest tour innovations and challenges. End your day reviewing safety protocols for an upcoming VIP tour while preparing for tomorrow's flight to Tokyo, where you'll spend the next three days conducting site audits and team development sessions.About the team
Amazon Tours offers exclusive access to some of the world's most advanced fulfillment centers through guided in-person tours. We are customer obsessed and strive to deliver educational, informative, and entertaining experiences that surprise and delight.BASIC QUALIFICATIONS

• Bachelor's degree in Business, Operations Management, or related field
• 5+ years of operations management experience
• 5+ years of people management experience
• Experience managing teams across multiple locations/countries
• Strong track record of achieving operational KPIs and business goals
• Excellent communication skills in English
• Ability to travel 40-50% of the time within the APAC region

PREFERRED QUALIFICATIONS

• MBA or advanced degree
• Experience in tourism, hospitality, or customer experience operations
• Knowledge of multiple APAC markets and cultural considerations
• Proficiency in Hindi, Japanese, or other regional languages
• Background in quality assurance or operational auditing
• Experience managing stakeholder relationships at senior levels
• Track record of implementing process improvements and scaling operations

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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

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