Sr. Operations Manager, CXQO

As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use. Just Walk Out (JWO) Technology is a team of entrepreneurial, analytical, and creative builders with innovation at our core. Designed and custom-built by Amazonians, JWO operates with the speed and agility of a start-up while leveraging the scale of Amazon. We use computer vision, sensor fusion, and advanced machine learning to push the boundaries of what is possible in retail technology — enabling customers to shop in engaging, fast, and safe ways. Our checkout-free shopping experience automatically detects when products are taken from or returned to shelves, maintaining a real-time virtual cart for each shopper. When a customer finishes shopping, they simply walk out. Shortly after, we charge their account and send a receipt — no lines, no checkout, no friction. Key job responsibilities 1. People Management • Manage the local support operation of the site • Manage a team of Group Managers (L5) and Team Managers (L4) • Responsible for the overall direction, coordination, and evaluation of the reporting teams • Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures. 2. Operations and Project Management • Work with the Country/Site Lead – Operations to determine strategy to achieve overall site/network level goals • Collaborate with cross-functional teams to innovate and iterate at pace • Combine deep cross-functional business understanding with a long-term industry wide strategic context for all decision making. Effectively apply best practices to all strategic decisions. • Solve complex challenges by proactively identifying and eliminating root cause barriers to accuracy, productivity, and quality. • Maintain a complete and thorough understanding of technical systems in a complex CXQO business • Participate in business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the business •Operate with ownership and bias for action in a fast-moving, ambiguous environment • Maintain strict confidentiality and follow all applicable Amazon policies for securing confidential information. 3. Coaching • Use coaching to support the teams to achieve business or organizational results related to quality, productivity, compliance, and development • Coach and support Managers to build a work environment where Associates are engaged and feel a positive sense of achievement about their role in delivering world class service. • Coach and develop Managers on career paths for internal promotions and job enrichment opportunities. • Ensure closure and effectiveness of individual coaching feedback sessions, and one-on-ones that focus on customer experience and operational excellence 4. Performance Management • Responsible for the overall performance and operational delivery of the teams, this will require to work with key stakeholders to review performance trends and opportunities and take action to improve the service level and quality of performance. • Perform regular 1:1's with each of your Managers; promptly addressing any help required, performance or conduct concerns • Ensure successful site execution through tracking, reporting and feedback of emerging issues and associate performance and coordinating the