Site Leader, Japan Customer Service Operations in Japan

Amazon Japan Customer Service (CS) is looking for a highly-qualified Site Leader, who will be responsible for setting the vision and providing the overall leadership, direction, and operational guidance for our Home-Based Agent Virtual Contact Center.

He/she will be responsible for understanding CS headcount, capacity growth needs, and developing a virtual strategy to help meet demand. The candidate will expand and supplement the business model for the operation, outlining strategic requirements for their site and partnering with multiple groups including Finance, Accounting, Tax, Legal, Payroll, Program Management, etc. to successfully expand this virtual CS site.. He/she will also directly lead a large team of associates and managers to improve the customer experience, increase productivity and maintain service levels.

High-Level Responsibilities include:

• Create a strategic road map spanning multiple years for the Home-Based Agent Virtual Contact Center expansion

• Recommend, create, and oversee the business case for the continued operational expansion.

• Lead project teams that include representatives from Finance, Finance, HR, Legal, Technology, etc.

Operational Responsibilities Include:

People Management:

•Lead and manage a team of remote Operations and Customer Service Managers

•Maintain required remote staffing levels

•Ensure high quality and productivity within the virtual contact center

•Carry out supervisory responsibilities in accordance with Amazon's policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.

•Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.

•Manage the career growth and development of the remote Operations Management team by driving focus on Amazon’s Core Values.

•Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as an outstanding role model.

Site Management:

•Maintain a complete and thorough understanding of technical systems in a complex, automated, virtual customer service center.

•Implement, change, or develop new processes as necessary to provide the ability to better direct multiple queues.

•Continually measure and evaluate all work processes.

•Understand and correctly utilize resources provided by internal systems, departments, policies, and procedures.

•Develop and achieve performance goals and objectives in order to achieve customer promise expectations.

•Develop and drive strategies and programs which improve the competitive position and profitability of the organization.

•Drive creation of schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives.

•Cultivate future leaders of our business by developing internal talent and hiring “big” leaders externally.

•Participate in business leadership meetings.

Basic Qualifications:

•Bachelor’s degree or significant comparable experience in the CS sector.

•5+ years of relevant experience in project management/senior leadership

•5+ years of relevant experience in customer service

•Experience leading teams to deliver cross functional projects

•Significant (mostly domestic) travel 25% of the time required

•Fluency in Japanese and business level English required.

Preferred Qualifications:

The ideal candidate is a self-starter who is able to prioritize and deliver on deadlines with minimal supervision; will have experience in a similar project; has the ability to persuade, inspire and motivate others; has proven experience in leveraging multiple communication channels to lead and drive results across virtual teams; has the ability to quickly adapt to changing priorities and generates innovate solutions in an extremely fast-paced environment; possesses a strong commitment to leadership/employee development; has experience in using formal quality management, supported by statistical methods to drive business improvement (an understanding of or experience using Lean and Six Sigma methods is ideal); has an MBA or Master’s degree in relevant field; and a keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence. A strong technical and analytical aptitude are required. Bachelors degree is preferred. The ideal degree would be in engineering, operations, supply chain or a related field.

AMZR Req ID: 462290

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