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Senior Operations Manager

Job Ref
276095
Job Type
Permanent
Employer Type
Company
Date Added
15 Dec 2017
* There have been 2 applications to this job.
* This job has been viewed 1876 times.
Employer:
Amazon Development Centre Cape Town

Location:
Western Cape

Salary:
Negotiable

Benefits:


Role details:
Amazon hasbuilt a reputation for excellence with recent examples of being named #1 in customer service, #1most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition whileleading the world in Cloud technologies. AWS Support provides global technical support to a widerange of external customers as they build mission-critical applications on top of AWS services. As amember of the AWS Support team you will be at the forefront of this transformational technologyassisting a global list of companies that are taking advantage of a growing set of services andfeatures to run their mission-critical applications.

As a Senior Support OperationsManager, you will inspire and lead Operations Managers to provide exceptional leadership &management needs for our growing number of Engineers. You will have a love for technology andoperational excellence, to provide our customers with an exceptional experience and service.
Youhave exceptional people management skills and demonstrated ability to deliver through others. Youwill be able to effectively engage with all levels of the organization to deliver key outcomes forthe business.
You will own accountability to provide our customers with an exceptional supportexperience and assist customers in their time of need with highly technical and customer focusedservice. You will own the strategic direction and deliver on key customer initiatives to continuallydevelop and drive best practice into the Support business.

Responsibilities

Strategic Planning and Execution
You will develop thestrategic plan to achieve the business objectives for your operations. You will define, plan,document and execute to deliver on initiatives to achieve the customer outcomes. You willcontinually track and drive the progression of the initiative outcomes against goals to ensure thatthe team remains unblocked and focused.

Team andPerformance Management
You will own all facets of performance and career management forthe team. You will hold regular team meetings, quarterly All Hands, and Regular one on one meetingswith all team members are required. You will be expected to mentor and drive excellence in allmembers in order to maintain a well-rounded, world class organization. This includes projectmanagement, quality audits and coordination of training sessions. You will own and be accountablefor the output and performance of your team. You will drive continuous improvements to the team bydeveloping and managing performance for the entire team.

Engagement
You will own and drive the engagement levels of staff to create ahighly focused team that is known for its innovation and ability to execute. You will ensure thatyou listen to feedback and continually drive improvements to staff working environments to engagewith individuals and the teams.

OperationalExcellence
You will uphold and continue to drive operational excellence across the siteand globe. You will drive best practices with a focus on outcomes for our customers. You willidentify and own local and global initiatives that will continue to optimize our highly customerfocused operational teams. You will have relentlessly high performance standards that you will drivecontinuous improvement across the business.

Recruiting andHiring
You will take the lead in hiring quality personnel who not only fit the needs ofthe current organization but will allow the team to scale with our customer and service growth. Youwill coordinate with Amazon and external recruiting staff to evaluate potential candidates,participate in initial phone screens and provide relevant guidance and feedback during onsiteinterview loops. You will also be responsible for ensuring that proper training takes place for allnew hires. You will own and drive recruitment and hiring activities that will enable scale andensure that all targets are achieved.

Incident andEscalations Management
You will be the point of contact for enquiries regardingengagement processes and issues impacting our customers during your teams coverage. As a member ofthe Operations management team, you will be expected to participate in managing customer, serviceand network escalations and related incidents. The manager is expected to respond to critical issuesregarding engagement and incident management on an as needed basis. You will be driving initiativesregarding 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.The Operations Manager is to analyze, identify and drive positive customer outcome.

Senior Leadership and Customer engagement and communication
You will engage with key senior stakeholders to deliver exceptions outcomes for customers. You willdrive innovative solutions with partners and key stakeholders aligned to business and customeroutcomes. You will remove road blocks at a senior level to ensure alignment across the business.
You will lead the engagement with customers directly to drive understanding and improvedservice levels to customers. You will manage and be the accountable person for key customerperformance outcomes. You will be proactive and reactive in the engagement of customers at seniorlevels within the customers organization.
- - - - - - - - - - - - - -
Amazon has built a reputation for excellence with recent examples of being named #1 incustomer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying onthat tradition while leading the world in Cloud technologies. AWS Support provides global technicalsupport to a wide range of external customers as they build mission-critical applications on top ofAWS services. As a member of the AWS Support team you will be at the forefront of thistransformational technology assisting a global list of companies that are taking advantage of agrowing set of services and features to run their mission-critical applications.

As aSenior Support Operations Manager, you will inspire and lead Operations Managers to provideexceptional leadership & management needs for our growing number of Engineers. You will have alove for technology and operational excellence, to provide our customers with an exceptionalexperience and service.
You have exceptional people management skills and demonstrated abilityto deliver through others. You will be able to effectively engage with all levels of theorganization to deliver key outcomes for the business.
You will own accountability to provideour customers with an exceptional support experience and assist customers in their time of need withhighly technical and customer focused service. You will own the strategic direction and deliver onkey customer initiatives to continually develop and drive best practice into the Support business.

Responsibilities



Strategic Planning and Execution

You willdevelop the strategic plan to achieve the business objectives for your operations. You will define,plan, document and execute to deliver on initiatives to achieve the customer outcomes. You willcontinually track and drive the progression of the initiative outcomes against goals to ensure thatthe team remains unblocked and focused.

Team and Performance Management

You willown all facets of performance and career management for the team. You will hold regular teammeetings, quarterly All Hands, and Regular one on one meetings with all team members are required.You will be expected to mentor and drive excellence in all members in order to maintain awell-rounded, world class organization. This includes project management, quality audits andcoordination of training sessions. You will own and be accountable for the output and performance ofyour team. You will drive continuous improvements to the team by developing and managing performancefor the entire team.

Engagement

You will own and drive the engagement levels ofstaff to create a highly focused team that is known for its innovation and ability to execute. Youwill ensure that you listen to feedback and continually drive improvements to staff workingenvironments to engage with individuals and the teams.

Operational Excellence

Youwill uphold and continue to drive operational excellence across the site and globe. You will drivebest practices with a focus on outcomes for our customers. You will identify and own local andglobal initiatives that will continue to optimize our highly customer focused operational teams. Youwill have relentlessly high performance standards that you will drive continuous improvement acrossthe business.

Recruiting and Hiring

You will take the lead in hiring qualitypersonnel who not only fit the needs of the current organization but will allow the team to scalewith our customer and service growth. You will coordinate with Amazon and external recruiting staffto evaluate potential candidates, participate in initial phone screens and provide relevant guidanceand feedback during onsite interview loops. You will also be responsible for ensuring that propertraining takes place for all new hires. You will own and drive recruitment and hiring activitiesthat will enable scale and ensure that all targets are achieved.

Incident and EscalationsManagement

You will be the point of contact for enquiries regarding engagement processes andissues impacting our customers during your teams coverage. As a member of the Operations managementteam, you will be expected to participate in managing customer, service and network escalations andrelated incidents. The manager is expected to respond to critical issues regarding engagement andincident management on an as needed basis. You will be driving initiatives regarding improvements toexisting tools & processes and providing feedback on new practices & procedures in order toscale with the rapid expansion of the AWS services and customer base. The Operations Manager is toanalyze, identify and drive positive customer outcome.

Senior Leadership and Customerengagement and communication

You will engage with key senior stakeholders to deliverexceptions outcomes for customers. You will drive innovative solutions with partners and keystakeholders aligned to business and customer outcomes. You will remove road blocks at a seniorlevel to ensure alignment across the business.
You will lead the engagement with customersdirectly to drive understanding and improved service levels to customers. You will manage and be theaccountable person for key customer performance outcomes. You will be proactive and reactive in theengagement of customers at senior levels within the customers organization.


Theright person will have strong people management experience of 8+ years with 3+years as a seniormanager with a track record of success.
The right person will have 5+ years experience in highpressure operations environments and must have lead Operational teams to achieve exceptionaloutcomes.
They will have exception people leadership and engagement skills and demonstratedability to inspire and motive large teams of 60+
They will be analytical and have experiencein leading technical support or operational teams in high pressure environments.
Project andProgram management experience in delivering key business outcomes
ITIL certified
Must havea strong record of driving projects to improve operations and support-related processes and theright technical support experience.
Strong verbal and written communication skills, which willbe key in driving customer and internal communications.


Experience with managing ITenvironments on behalf of customers.
Engineering, Computer Science, IT Degree or equivalentexperience.
MBA or equivalent experience.
- Technical experience in Big Data and Databasetechnologies
Project management qualifications Prince, PMP, CPM, MPM, CSM, Six Sigma
TheAmazon Web Services business requires innovative thinking balanced with a strong customer andquality focus. This leader will have a track record of achieving that balance.



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