Sr. Operations Manager, CXQO Job Vacancy in ADCI – Uttar Pradesh Noida, Uttar Pradesh – Latest Jobs in Noida, Uttar Pradesh

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Company Name : ADCI – Uttar Pradesh
Location : Noida, Uttar Pradesh
Position :

Job Description : Basic qualifications

5+ years people management experience preferably in support operations
A Bachelor’s Degree from an accredited university or 2+ years at Amazon

Job summary
Amazon Physical Stores is more start-up than big-company, a group of entrepreneurial, perceptive, and creative leaders with innovation at our core. We’re pushing the state of the art in helping customers shop in engaging, fast, and safe ways. To date we’ve created stores that let you use an app to enter, take what you want from our fresh selection, and go (Amazon Go); a smart shopping cart that uses computer vision algorithms and sensor fusion to let you skip the checkout line (Amazon Dash Cart); and contactless services that let you pay, enter or identify yourself (Amazon One). Note: The specific team is internally and tech focused to deliver scalable solutions.
Our checkout-free shopping experience is made possible by our Just Walk Out Technology, which automatically detects when products are taken from or returned to the shelves and keeps track of them in a virtual cart. When you’re done shopping, you can just leave the store. Shortly after, we’ll charge your Amazon account and send you a receipt. Check it out at amazon.com/go. Designed and custom-built by Amazonians, our Just Walk Out Technology uses a variety of technologies including computer vision, sensor fusion, and advanced machine learning. Innovation is part of our DNA! Our goal is to be Earths’ most customer centric company and we are just getting started. We need people who want to join an innovative program that continues to push the state of the art in computer vision, machine learning, distributed systems and hardware design.
We are looking for a Sr. Operations Manager to come join our team.
Experience managing others is required. You should be comfortable exercising judgement and making decisions in an ambiguous environment. Developing positive working relationships and utilizing strong influencing skills across multiple stakeholders will be key to succeed in the role. Should have keen eye for numbers and excel at running operations team efficiently. Technical issues shouldn’t faze you. Should be able to remove roadblocks for your team by guiding them on what issues should be escalated to support teams and what they can solve on their own. You should have a demonstrated history of thinking on your feet and identifying efficient short-term fixes while looking into a long-term solution.
You lead by example and are a role model when it comes to insisting on the highest standards and maintaining an atmosphere of respect for customers. You fully live the Amazon Leadership Principles and are passionate about helping your team do the same. You have a high bar for quality and hold your team to the same standards.

Key job responsibilities
1. People Management

Manage the local support operation of the site.
Manage a team of Group Managers and Team Managers
Responsible for the overall direction, coordination, and evaluation of the teams under management
Carries out supervisory and management responsibilities in accordance with the organization’s policies and procedures.

2. Operations and Project Management

Work with the Site Lead – Operations to determine strategy to achieve overall site goals
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
Continually measures and evaluate all work processes using Kaizen, Lean, DMAIC, and other improvement methods.
Participate in business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the business
Maintain strict confidentiality and follow all applicable Amazon policies for securing confidential information.

2. Coaching

Use coaching to support the teams to achieve business or organizational results related to quality, productivity, compliance, and development
Coach and support Group 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 Group 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

3. Performance Management

Responsible for the overall performance and operational delivery of the teams, this will require to work with key support functions such as site Work Flow and Quality 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 Group 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 response to various escalations.
Use established processes to identify individual performance gaps and coach associates to meet and exceed expectations.
Actively participates and represents team members in the annual performance review cycle.

4. Develop Talent

Manage the career growth and development of Group Managers by driving focus on Amazon’s Leadership Principles
Hires, manages, and develops high performing teams

Preferred Skills

Leadership:

Experience directly leading a team(s) of people or leading leaders who lead teams of people
As a leader of leaders understands how to nurture and develop leadership skills
Strong written, verbal and listening skills
Ability to confidently facilitate team discussions and communicate business messages
Maintains a high level of professionalism and approachability

Operational Delivery

Understands and owns the controllable elements of service level delivery
Ability to use data and insights to prepare metric reviews
Assist and support the creation of operational plans to support peak ramp up and down within your area of control as well as readiness for your business launches
Acts as the operational representative for business teams to understand voice of the customer or partner in key process or policy changes
Builds plans to test and experiment new approaches to service delivery
Demonstrates flexibility in work hours based on business need and deals with the complexity of multiple lines of business and regions
Overcomes time zone and geographic distance to drive cross functional initiatives and ensure compliance with business policies

Continuous Improvement

Dive deep to include root cause analysis and develop action plans in support of driving process improvements and keep pace with our explosive growth while motivating others to meet the challenges of a performance-based culture in an extremely deadline-driven environment.

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