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Description
Operations Manager at Amazon play a crucial role in exceeding expectations and providing a superb customer experience; critical to Amazon’s success which is built on a foundation of customer obsession, and innovation. This position is a multi-faceted role requiring the ability to balance strategy and execution.
The Operations Manager is responsible for all aspects of the operations of our Recruiting team in Hyderabad, within our global HR shared services team. Responsibilities include people management and development, process, and meeting or exceeding the expectations and promise made to our customers. You will lead a dynamic team of managers to achieve operational excellence through coaching and mentoring the team; driving employee engagement, and building leadership bench strength within the team.
Key job responsibilities
Strategic Responsibilities & Deliverables:
Owns and delivers the operational budget for functional area, including, productivity, financial and labor planning, and operational goals for HR operations
Responsible for providing strategic level/long-term planning (3, 6, and 12 months out) including labor planning, rate forecasting, and peak season planning
Drives continuous improvement projects to optimize operations and improve productivity to meet and exceed business objectives; works on strategic projects that have total building and network-wide impact. Effectively leverages the team managers to solicit ideas and understand problems and challenges.
Networks with other leaders across the HR shared services organization to solicit and share process improvements and drive efficiencies and cost savings.
Establishes objectives and metrics for quality, productivity, and customer experience
Sets clear goals and expectations for operations managers. Measures performance, provides feedback, and holds leaders accountable.
Mentors and develops leaders and staff.
Participates in interviews to identify and evaluate associates and internal/external candidates for promotion and hire.
Partners with various stakeholders to build and secure support and resources for projects and initiatives.
About the team
Amazon Recruiting Engine Team is reinventing how we recruit at Amazon. Recruiting the right candidates across all of Amazon is critical to our ability to innovate and build on behalf of customers. As the search for talent becomes more competitive, we are bringing together recruiting, science, tech, programs, and process teams to find and hire candidates who raise the bar more quickly and efficiently. Within the Recruiting Engine, this position is for the Recruiting Services team which comprises of scheduling and non-scheduling activities and has the following teams: Employee Referral Program, Students Program, Rehire Eligibility Talent Acquisition Operations, Candidate & Travel Expense Management, Internal Loops Scheduling, Online Assessments, and Phone Screens.
Basic Qualifications
Bachelor's degree, or 2+ years of contact center operations management with demonstrated progressively increased responsibility experience
Experience owning program strategy, end to end delivery, and communicating results to senior leadership
Experience using data and metrics to drive improvements
Preferred Qualifications
5+ years of leading large complex programs experience
Knowledge of compensation/total rewards, talent management, performance management, compliance, and organization design and development
Experience managing cross-functional projects and initiatives