Responsibilities include:
· Liaison with partner teams to manage productivity and quality metric performances for the assigned sites
· Daily and weekly operations management, including detailed reporting and metrics preparation
· Creates ad-hoc operational reports, status updates on a need basis and contribute to the development of reporting systems
· Responsible for KPI achievement and improvement, including the measures of performance, effectiveness, employee engagement and customer satisfaction
· Share operational and quality best practices across the Amazon Customer Service network
· Solve complex customer service issues and proactively prevent negative service trends, conduct root cause analysis and process standardization
· Develop and maintain strong working relationships with employees at every level in the company and with Customer Service vendors to identify, analyze and solve problems
· Demonstrate a management style that encourages participation and ownership, along with a continuous focus on action, customer satisfaction, support personnel satisfaction and financial management
· Project Manager for new implementations
· Conduct all business with the highest ethical and professional standards