Amazon strives to be the world’s most customer-centric company, where customers can research and purchase anything they might want online or offline. We set big goals and are looking for people who can help us reach and exceed them. Kindle is one example of this. Kindle is the best-selling product in the history of Amazon.com, and the Kindle business is one of the most innovative and fastest growing businesses at Amazon.
The Kindle team is looking for an experienced Charleston, SC based Customer Support (CS) Operations Manager to lead the teams supporting Authors and Publishers around the world as they interact with Kindle systems. This individual will lead a motivated Charleston-based team to achieve world class support goals for Kindle Publishers, Authors and Agents who are using Kindle Publishing, Kindle Direct Publishing, and CreateSpace Print on Demand services. Key responsibilities will include a mix of daily operations management, process optimization, improvement, and invention as well as long term operations strategic planning. Successful candidates must love developing individuals at all stages of their careers, and not be afraid to get their hands dirty.
The right candidate will understand and demonstrate Amazon’s core values and Leadership Principles and translate those to everyday operational practices at every level of their organization. They will also set the overall direction, coordination, and evaluation of the teams under their management including hiring, developing, and mentoring long term, visionary leaders for Amazon and be a key player in working with their peers across the globe to refine our operations strategies.
The successful candidate will be focused on providing world-class support to Authors and Publishers. They will also drive continuous improvement of this support using Lean and Six Sigma tools as well as software automation. This will require a thorough understanding of technical systems in a complex, automated content processing environment and a deep cross-functional knowledge of multiple businesses in multiple geographies. The role requires clear written and oral communication and an emotional maturity and grace under pressure in all communications. It also requires a demonstrated ability to build positive, productive relationships with many stakeholders and partners around the world.
CS Operations Manager, Kindle Content
The CS Operations Manager is responsible for the overall direction, coordination, quality, and productivity of our customer support operations in Charleston, SC. The position requires a candidate who has the ability to drive process improvements and keep pace with our dramatic growth while motivating others to meet the challenges of an extremely customer focused and metrics driven environment.
Responsibilities:
· Lead and manage a team of CS Operations Team Managers supporting 50+ Customer Support Associates; responsible for the overall direction and performance of the teams.
· 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 CS Operations management team by driving focus on Amazon's core values. Play a critical role in building management depth by providing guidance and mentoring to all levels of leadership within their organizational units, as well as serving as a role model.
· Solving complex customer support issues and proactively preventing negative service trends.
· Identifying and eliminating root cause barriers to accuracy, productivity, and quality.
· Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
· Developing and achieving performance goals and objectives in order to achieve customer promise expectations.
· Managing workflow, escalations and effectively delegating workload across the leadership team.
· Assists in the creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives.

· Bachelor’s degree or significant relevant experience
· 5+ years’ experience in Customer Support Operations with progressively increasing responsibility
· Experience managing teams of 50+ reports including leadership roles
· Experience running and improving customer support operations
· Project Management experience
· Strong organizational planning and development, and business judgment
· Strong communication and presentation skills
· Exceptional written communication skills
· Experience leading and motivating a diverse workforce

· Master’s degree or MBA
· Lean/Six Sigma experience
· Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement
· A creative and analytical mind that thrives in a data-driven environment
· Experience in publishing support, with a demonstrated history of delivering innovative solutions
· Demonstrated client relationship and interpersonal skills
· Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use
· Comfortable with fast-paced environment and all aspects of change management
· Able to be successful with ambiguity and solving customer issues, working across functional lines to advocate, and solve issues for the customer
· Project Management experience
· Strong organizational planning and development, and business judgment
· Strong communication and presentation skills
· Exceptional written communication skills
Amazon.com is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.