4+ years of team management experience
- 2+ years of experience as Group Manager leading and developing front-line managers.
- Working experience with internal/external stakeholders, individual/team performance and escalation management.
- C1 English proficiency (advanced).
This is a full time, permanent, non - remote position based in Costa Rica and does not offer relocation benefits. Job applicants must be located and legally authorized to work in Costa Rica in order to be eligible for consideration.
Our SJO Support Operations team's mission is to work with our Vendors and internal teams to ensure our supply chain is operating smoothly, and any Vendor issues or concerns are resolved in an accurate and timely manner. SJO Support Operations is looking for a dynamic, talented, and highly-engaged Operations Leader.
In this role, you will be directly responsible for the performance, growth and development of an organization of L4 managers, L3 and L4 investigators, who work with Vendors and Carriers.
You will be leading this critical team, and your role will be a mixture of people leadership, process management, achieving aggressive operational and financial targets, and most importantly - solving issues involving Amazon Vendors in the most timely and accurate fashion possible.
You lead by example, roll up your sleeves when necessary, and set the tone for your team. You will build a work environment where Managers and Specialists are engaged and feel a positive sense of achievement about their role in delivering world class service.
As a Leader you will be expected to be a role model to our group and will be an expert in articulating the Amazon mission and our Leadership Principles. As well as to deeply understand the expectations of the SJO Support Operations organization; you will ensure your team understands the important role they play and how their role supports the Amazon Vendors.
Prior applying, please consider the following information about the role:
- This is not a virtual position. If selected for this role, you will be required to work from our SJO15 building, located in the America Free Zone (AFZ), Cariari, Heredia, in a hybrid-model, attending two days to the office and three days from home.
- Our only production schedule for this role is Monday to Friday from 6:00am to 3:00pm. Night and "graveyard" shifts are not available at this time.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Key job responsibilities
- Responsible for the overall direction and performance of up to 50 L3 & L4 hourly Investigation Specialists
- Carry out managerial responsibilities in accordance with Amazon policies and procedures, in addition to 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 to solve medium to high complexity problems.
- Provide analysis and program support to stakeholder teams.
- Manage the career growth and development of their associates by driving focus on Amazon's Core Values. Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as a role model.
- Identify and eliminate root cause barriers to accuracy, productivity, quality, and investigation specialist knowledge gaps.
- Deep dive trend data related to quality misses.
Heredia, H, CRI
- University bachelor's degree completed.
- 3+ years of experience in dashboard interpretation (Tableau, PowerBI, Quicksight).
- Advanced MS Excel expertise.