Service Readiness Manager , Ops Tech Solutions (OTS)

Amazon.com, Inc. • Austin, TX

69d

About The Position

We are seeking an experienced and strategic leader to oversee our Service Readiness Team. This team includes Knowledge Management, Service Transition, and Training Coordinator Specialists . This pivotal role will be responsible for driving continuous improvement and innovation across these integral functions, ensuring our support organization is equipped with the skills, knowledge, and tools to deliver exceptional customer experiences. 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 technologies Designing and delivering impactful training programs to equip agents with the right capabilities This 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. Provide strategic direction and operational oversight for the Knowledge Management, Service Transition, and Training Coordinator team Lead the development of comprehensive knowledge bases, self-help resources, and agent-facing tools to enable efficient and effective customer support Oversee the transition and on-boarding of new products, services, and technologies, ensuring a seamless experience for both agents and customers Design and continuously improve engaging, effective training programs that prepare agents to handle even the most complex support inquiries If you're a strategic, results-driven leader with a passion for empowering support teams, we'd love to hear from you. Join our team and make a tangible impact on our customers' success! Your day starts by reviewing your calendar and priorities, then check in with your team overseeing the Knowledge Management, Service Transition, and Training Coordinator team members, your day will be filled with a variety of strategic and operational responsibilities. 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.

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• Provide strategic direction and operational oversight for the Knowledge Management, Service Transition, and Training Coordinator team
• Lead the development of comprehensive knowledge bases, self-help resources, and agent-facing tools to enable efficient and effective customer support
• Oversee the transition and on-boarding of new products, services, and technologies, ensuring a seamless experience for both agents and customers
• Design and continuously improve engaging, effective training programs that prepare agents to handle even the most complex support inquiries

Benefits

• Our compensation reflects the cost of labor across several US geographic markets.
• The base pay for this position ranges from $105,100/year in our lowest geographic market up to $185,000/year in our highest geographic market.
• Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.
• Amazon is a total compensation company.
• Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.
• For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits.
• This position will remain posted until filled.
• Applicants should apply via our internal or external career site.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: General Merchandise Retailers
• Number of Employees: 5,001-10,000 employees