LMIR Operations Manager I [A], Last Mile Incident Response Team

Description Last Mile Incident Response team is an executive customer service organization dedicated to creating world class support for all Last Mile incidents segments. To achieve our mission LMIR is seeking a LMIR Operations Manager I [A] to programmatically manage Last Mile Incident Response teams. This is an opportunity for you to build best in class customer service via leading leaders in a rapidly growing team. The LMIR Operations Manager sets the vision, direction, and culture of their teams and is responsible for a minimum of 15 direct reports. As part of a relatively recent team, this role will require defining new processes, creating metrics and building tools. This role will require supporting program and project initiatives as the team grows and reaches full maturity. The number one priority for this role is to ensure that specialists are supported to deliver a world class experience within the Escalations Ecosystem. The role will require you to ensure your specialists priorities remain focused on supporting their customers, adhering to guidelines, process and structure with an immense Bias for Action. The ideal LMIR Operations Manager ensures that their team's priorities and tasks are aligned in supporting associates' application of the Amazon Contact Tenets. An ideal Operations Manager coaches and supports their Team to build a work environment where specialists are engaged and feel a positive sense of achievement about their role in delivering world class service. Successful candidates will demonstrate: Quality: Knows and communicates the Amazon mission, vision and strategy and applies such to the LMIR operation. Understands and owns the controllable elements of service level delivery Ability to use data and insights to prepare metric reviews in alignment with Escalations KPIs and LMIR goals. Engagement: Experience directly leading a team(s) of people Ability to communicate to all leadership levels Positive communicator who understands when necessary how to have tough conversations Development: Create developmental plan for salaried leaders Experience interviewing and selecting people who will maintain a high performance bar in Amazon Identify and utilize "superpowers" among your leadership organization to support the business Innovation: Leads and participates in Kaizen events to improve the customer and associate experience Uses data to identify areas of ongoing improvement in how service is delivered Ensure processes are in place for continuous improvement and foster innovation on your teams Acts as the operational representative for business teams to understand voice of the customer Project Management Partnership: Act as thought partner for plan and launch LMIR Escalation teams in multiple OUs and countries. Create solutions for complex LMIR customer service issues and become proactive in resolving negative service trends. Identify, own, and champion medium to high complexity cross-departmental initiatives. Develop expertise in internal systems, departments, policies, and procedures. Develop, analyze and improve strategies and procedures. Able to develop, plan, and implement short- and long-range goals. Performance goal development and attainment to achieve customer promise expectations. Ability to overcome obstacles and influence stakeholders to get the desired results. Coordinate with teams on a global level to strategize and share best practices. Key job responsibilities You will be responsible for the overall performance and operational delivery of your team. This will require you to work with key support functions such as Capacity Planning and Quality Assurance to review performance trends and opportunities and take continual action to improve the service level and quality of performance. You will be an escalation point for your Team and their people to take action on issues or barriers impacting the customer experience and will lead Kaizen events to solve people or customer issues. You will represent