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Operations Manager, Customer Service

Job Ref
240549
Job Type
Permanent
Employer Type
Company
Date Added 22 Aug 2014
Expiry Date 19 Sep 2014
* There have been no applications to this job.
* This job has been viewed 1661 times.
Employer:
Amazon Development Centre Cape Town

Location:
Western Cape

Salary:
Negotiable

Benefits:


Role details:
AWS has an opening for a Sr Manager, Customer Service, who will be the senior leader for AWS Customer Service based in Cape Town, South Africa. We are seeking a Customer Service leader with strong operational, leadership, and strategic thinking ability that will deliver the global standard in customer service for the technology industry. The leader will envision and execute the customer service roadmap for AWS by incorporating best-in-the-world customer centricity and excellent operations skills to drive continuous improvement to the AWS platform. The leader will significantly contribute to the success of AWS by strategically leveraging customer feedback and driving continuous improvement through contact reduction and other initiatives.

The AWS CS Operations Manager will have responsibility to;
· Manage AWS Customer Service operations in Cape Town and work closely with all global CS sites
· Responsible for delivery of continuously improving operational metrics and service levels for global AWS Customer Service
· Drive customer communication during customer impacting events (e.g. outages, billing issue, price changes, etc.).
· Drive projects that improve customer support-related processes and our customers support experience
- - - - - - - - - - - - - -
Basic Qualifications:
Proven experience in managing CS or equivalent operational teams is a must
A record of driving projects to improve support-related processes.
Proven strong leadership skills to manage change and critical issues in a highly dynamic environment
Proven strong customer facing skills required to drive customer communications
The ideal candidate will have a strong customer focus and exceptional analytic skills.
Bachelor’s degree or equivalent

Preferred Qualifications:

He or she will have strong experience with quality engineering, process improvement, and operational excellence.
This leader will be known for his/her ability to communicate vision and drive execution and work seamlessly with both technical teams and business teams.
He or she will have a strong reputation for attracting and developing the best talent.
This leader will have the intellectual capacity to look at a wide array of options and identify what truly matters.
He or she will be someone who stays connected to the details of his or her business.
He or she will be an inspiring people manager and adept at quickly growing the organization.
5-10 years of Management Experience incl. managing managers
Experience with AWS, Cloud Computing or technical support industry
Experience with pre-sales in the IT industry
Master’s degree



 
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