Sr. Manager, Ops Strategy, Amazon Business CS

At Amazon, our mission is to be the worlds most customer-centric company. To achieve this, were seeking exceptionally talented, bright, and driven individuals to join our team, Amazon Business Customer Service.

We are looking for a seasoned, high-performing Sr. Manager, Operations Strategy to lead Operations Strategy within our Worldwide Amazon Business Customer Service Operations group. Amazon Business provides procurement services to millions of business customers globally. Customer service plays a crucial role in the success of Amazon Business by providing support to the business customers in helping them in their procurement process from finding the right products to resolving any issues that may arise. By delivering best-in-class service, the customer service team indirectly contributes to the growth of the Amazon Business.

In the Sr. Manager, Operations Strategy role, you will lead a group of program managers spearheading high-impact programs, collaborate with cross-functional teams focused on enhancing the customer experience within and outside Amazon Business Customer Service. Specifically, you will identify unique servicing needs of Business customers, design routing and service strategy and mitigate issues that lead to poor customer experiences, while also driving business profitability through initiatives which would drive cost efficiency.

The ideal candidate will possess exceptional people management skills, analytical capabilities, sound judgement, and strategic thinking skills. Youll need to deftly balance customer satisfaction with financial objectives, making data-driven decisions that tangibly improve our operations. This role also requires the ability to effectively partner with leaders and teams across business, financial, and technical functions - both locally and globally.



Key job responsibilities
Strategic Leadership:
- Develop and own the strategic vision and roadmap for high-impact, cross-functional programs that drive significant business outcomes
- Serve as a trusted advisor to senior stakeholders, providing strategic guidance and recommendations to address complex challenges
- Anticipate emerging business needs and industry trends, proactively proposing innovative solutions
- Own 3 YF/SPS/OP operation supply plans


Program Delivery and Execution:
- Lead the end-to-end delivery of large-scale, mission-critical programs, ensuring alignment with business objectives and successful outcomes
- Engage with global teams of program managers, subject matter experts, and stakeholders to coordinate complex interdependencies
- Implement robust program and project management frameworks to drive accountability, mitigate risks, and deliver against timelines

Analytical Rigor and Decision-Making:
- Apply advanced analytical and critical thinking skills to deeply understand business challenges and identify data-driven solutions
- Utilize financial and operational metrics to assess program performance, quantify business impact, and make impactful recommendations
- Navigate ambiguity and make tough decisions, balancing multiple stakeholder needs and prioritizing initiatives with the highest strategic value

Cross-Organizational Collaboration:
- Build strong working relationships and influence key stakeholders across business, operations, and technical functions
- Foster a culture of continuous improvement, proactively identifying opportunities to drive innovation - 10+ years of program or project management experience
- Bachelors Degree in business or related field
- A proven track record of taking ownership and setting a strategic vision
- Effective communicator, able to convey complex ideas in a clear, concise manner both verbally and written.
- Strong knowledge of Customer Service processes
- Strong professional experience with Lean, Six Sigma and Kaizen methodologies