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Operations Manager II, Customer Service

Amazon· Customer Service
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EdinburghFull-timePosted yesterday

About the role

Strategic and tactical leadership role overseeing approximately 240 associates with direct line management of around 12 Team Managers at a B&M site in Edinburgh. Focus on defining metrics, goals, and long-term planning to deliver world-class customer experience while ensuring operational excellence and regulatory compliance in the UK.

Responsibilities

  • Lead and develop people managers in a Brick & Mortar environment; drive on-site leadership and team culture
  • Recruitment and selection to maintain high-performance bar
  • Coach managers on UK employment relations; navigate disciplinary, grievance, and consultation processes
  • Communicate Amazon's mission and translate site priorities into actionable plans
  • Facilitate team discussions and share business updates on-site
  • Act as a trusted point of contact for associates and stakeholders; ensure professionalism and approachability
  • Partner with PxT and Employee Relations to ensure compliance with UK employment law (Working Time Regulations, TUPE, family-friendly legislation, etc.)
  • Own controllable aspects of service level performance within a B&M model; use data to review metrics and plan workforce
  • Create operational plans for ramp-up/down and launches, accounting for UK constraints like notice periods and seasonal regulations
  • Serve as operational liaison to represent customer voice and influence policy/process changes
  • Test and implement new service delivery approaches while aligning with UK health & safety, equalities, and employment standards
  • Collaborate with Capacity Planning to manage headcount, shift patterns, and resource allocation in compliance with UK requirements
  • Lead Kaizen and Gemba events to improve customer and associate experience
  • Use data to identify improvements in service delivery, engagement, retention, and wellbeing
  • Escalate issues and coordinate with PxT, ER, and Legal to balance performance with regulatory compliance
  • Stay updated on UK employment legislation and assess impact on site operations and people policies

Qualifications

  • Experience managing large teams across multiple locations and languages
  • Knowledge of Microsoft Office (Outlook, Word, Excel)
  • Experience in performance metrics, process improvement, and Lean methodologies
  • Experience implementing process improvements
  • Experience in customer service
  • Experience in people management

Skills

Required:People managementLeadershipUK employment lawData-driven decision making

Benefits

  • Not specified in description
Last updated Oct 25, 2026. Interested? Apply on the company site.

About Amazon

Amazon.com, Inc. or its affiliates

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