Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.
The primary function of the OPM, IN Customer Service (CS) role is to directly support the Operations Lead for IN business, own productivity and quality goals for IN CS and enable the Ops team to deliver on the quality & productivity goals. The role will closely work with IN CS operations team and CS program owners to set up mechanisms to achieve the quality and productivity goals at network level, implement IN CS program frameworks, MBR/QBR/OP documents, goal tracking and reporting and documentation. The OPM is located in Hyderabad and reports directly to Operations Lead for IN business.
This role is also responsible for improving the overall effectiveness of the IN CS Operations and has the responsibility of managing key network level initiatives and supporting the operations team to conduct these initiatives across IN. The role will also be responsible for working closely with Capacity planning and Finance team to devise volume allocation strategy across internal and GO sites in IN network. The role is a unique Leadership development opportunity and the OPM is expected to proactively manage this element of the role, seeking out development opportunities at every turn, actively participating in team discussions and learning from the senior Leaders of the IN CS team in terms of thought process, decision making, strategic prioritization and problem solving.
This role must demonstrate clear communication skills as well as emotional maturity under pressure in all communications. As this role must also build positive productive relationships with many stakeholders and partners, this role requires strong communications skill and high influence without authority.