Job summary
At eero we make world class products for our customers to enjoy. We believe the internet should just work, and when it doesn’t, we’ll do everything we can to make it right. We’re seeking a Senior Operations Manager (SOM) to help support that mission.
The SOM will oversee our internal support organization. Charged with leading, developing and engaging with our team of exceptionally talented supervisors and agents. You’ll be responsible for the overall performance for the contact center, monitoring Key Performance Metrics along with the level of quality our services are being delivered.
Key job responsibilities
A day in the life
As the CSOM you’ll conduct weekly 1:1s with your supervisors, reviewing performance and identifying opportunities for improvement. You’ll own the agent experience, supporting their growth and development while balancing the needs of our customers. You’ll spend time entrenched in our customer feedback, obsessing over their experience, and working directly with our agents to understand pain points and remove obstacles hindering their performance. You’ll be responsible for communicating performance metrics to key stakeholders and proactively partnering with leaders throughout the business to anticipate trends.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
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