[New Job Vacancy] SDS Executive Escalations, Operations Leader job in ADCI HYD 20 SEZ, (Hyderabad, Telangana) – Jobs in Hyderabad, Telangana

[New Job Vacancy] SDS Executive Escalations, Operations Leader job in ADCI HYD 20 SEZ, (Hyderabad, Telangana) – Jobs in Hyderabad, Telangana

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Job Opening details:-
Company Name :-
Position Name :-
SDS Executive Escalations, Operations Leader
Company Location :-
Hyderabad, Telangana
Job Category :-
Back Office jobs

Full Job Description :-
Bachelor’s degree or 5 years of experience leading Operations or Customer Service teams
3-5 years of experience in customer service operations and processes (Capacity, Quality Control, Utilization and CX)
3-5 years of demonstrated experience and proficiency in effective written and verbal communication
3-5 years of experience leading and motivating a diverse workforce
2+ years of cross-functional Program and Project management experience
2+ years or experience using, designing, rolling out, and communicating performance metrics
1+ years of experience managing operations and projects remotely
Candidates must accommodate the flexible works hours required to engage global stakeholders
Ability to travel both domestically and internationally – up to 30%

Job summary
Amazon’s expanding Shipping & Delivery Support (SDS) is a customer service organization dedicated to create world class support for Customers and Drivers. To achieve our mission, SDS is seeking an Operations leader to lead the Executive Relations (EXR) team in India, supporting sensitive and high priority escalations. This is an opportunity for you to build best in class customer service for a rapidly expanding group of Amazon customers! The EXR Operations Leader is responsible for leading and setting the operational direction for the EXR team, providing strong people leadership, and ensuring talent development at all levels of the organization.

Key Responsibilities

Working with the Head of Global Escalations, shapes the overall strategic direction of SDS’s India EXR team on a short term and long term basis including, but not limited to: Customer experience, Employee experience, Operational Excellence, and Talent Development in accordance with business and financial goals
Builds an inclusive and diverse organization of leadership through hiring, talent development and management
Guides the direction of the team through organizational complexities and change using mechanisms that scale
Combines a deep cross-functional business understanding with a high bar for results and bar raising focus on process improvement
Delivers consistent high quality results on all deliverables including Quality and Productivity goals across the entirety of the IN EXR Team
Dives deep into ongoing operations and creates a plan to support SDS integrations
Ensures SDS support models are meeting the need of IN customers, product teams and SDS associates
Reviews performance and VoC insights and engages stakeholders to root cause and resolve defects in the customer experience

Master’s degree or MBA
Proven ability to think strategically, but stay on top of tactical execution
Experience of creating and contributing to strategic planning processes
Demonstrated passion and obsession for customers while maintaining a lean, highly productive operation

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