Amazon Service Readiness Manager Ops Tech Solutions OTS 

United States, Texas, Austin 

492316571

As the Manager, you will lead a high-performing team of specialized experts who are responsible for:
Developing comprehensive knowledge bases, self-help content, and agent-facing resources
Overseeing the on-boarding and transition of new products, services, and technologiesThis is a complex, multi-faceted role that requires a unique blend of technical expertise, project management prowess, and people leadership skills. You will work closely with cross-functional stakeholders to align training, knowledge, and transition initiatives with evolving business and customer needs.- Design and continuously improve engaging, effective training programs that prepare agents to handle even the most complex support inquiriesA day in the life- You will meet with your team to discuss any pressing issues or needs. Throughout the day, you will join meetings with cross-functional stakeholders to provide updates on the development of knowledge bases, self-help resources, and training programs that support our customer service agents.
- You will make time to observe training sessions, provide feedback to your team, and review key metrics to identify areas for continuous improvement.
- People management is a critical aspect of this role, so you will dedicate time to meeting with your direct reports individually, offering guidance on their professional development goals. Spending time each day planning for the future maintaining a strategic mindset while also being hands-on in the day-to-day operations is essential in this complex, multi-faceted role.

- 5+ years of team management experience
- 3+ years of program or project management experience
- 3+ years of delivering cross functional projects experience
- Bachelor's degree, or 2+ years of industry experience

- Experience in creating process improvements with automation and analysis, or experience delivering results for large, cross-functional initiatives/projects
- 3+ years of working cross functionally with tech and non-tech teams experience