Amazoncom Services Hiring For Senior Operations Manager, Eero Customer Support at Austin, TX, United States Full Time

Job Description

• Bachelor’s degree or equivalent experience
• 6+ years of business development or similar experience
• Minimum of 4+ years in a directly leadership role, managing leaders in multiple locations
• Strong business acumen with a track record of success, specifically related to contact center operations and Key Performance Indicators
• Excellent communication skills and ability to convey insights from complex analyses to internal and external entities
• Ability to think strategically and tactically with attention to detail.
• Tenacity to develop ideas independently and thrive in a fast-paced start-up environment is essential for success.
• Capable of working closely with data and using analytics to problem-solve
• Ability to travel domestically (&lt25%)

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

• Drive a world class customer experience across multiple locations
• Evaluate the overall performance of your team and take action to recognize outstanding performance
• Oversee the coaching, development, and training of our agents
• Work in partnership with Vendor and Quality Managers to monitor trends in quality and implement strategies to maintain and improve performance
• Align with learning and development teams to produce new and update existing training materials

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.

• COPC Customer Experience (CX) certification
• Proven track record of taking ownership and delivering results
• Strong ability to prioritize and experience with meeting multiple deadlines
• Excellent communication skills (both verbal and written), with vendor, client, and customer-facing experience
• Experience with process improvement and automation (e.g., LEAN Six Sigma, Process Management)

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.