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CS Operations Manager II [A], Customer Service

Amazon· Customer Service
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BRAFull-timePosted yesterday

About the role

Acting Operations Manager II providing strategic and tactical leadership for approximately 240 associates with direct line management of around 12 Team Managers. Defines metrics, goals, and long-term strategy, manages ambiguity, and partners with cross-functional teams to deliver world-class customer service.

Responsibilities

  • Leadership: Directly lead people managers; participate in interviewing and selecting candidates; develop leadership skills in others; strong listening and communication; articulate mission, vision, and strategy; facilitate team discussions; maintain professionalism and approachability.
  • Operational Delivery: Own controllable aspects of service level performance; prepare and present metric reviews using data; create operational plans for ramp-up/down and launches; act as operational liaison for voice of the customer; build and test new service delivery approaches.
  • Continuous Improvement: Lead/participate in Kaizen and Gemba events; use data to identify improvement opportunities; take action on escalated issues and collaborate across the business to implement solutions.

Qualifications

  • Experience managing large teams across multiple locations and languages
  • Knowledge of Microsoft Office including Outlook, Word, and Excel
  • Experience understanding performance metrics and developing them to measure progress against KPIs
  • Experience in process improvement
  • Experience with customer service
  • Speak, write, and read fluently in English
  • Experience in people management

Skills

Required:People managementLeadershipData-driven decision making
Last updated Oct 25, 2026. Interested? Apply on the company site.

About Amazon

Amazon.com, Inc. or its affiliates

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