Operations Manager, Defect Prevention, Inbound

Amazon is a multi-national technology company and being proficient in English is a required qualification.
CVs must be submitted in English a our recruitment team works in several jurisdictions.
- 5+ years of experience as Front-line Manager/Lead in corporate environments of at least 15 individuals (and/or) 2+ years of experience as Group Manager leading and developing front-line managers.
- 3+ years of experience in internal/external stakeholder, customer, performance and escalation management.
- 3+ years of experience in dashboard interpretation (Tableau, PowerBI, Quicksight, Excel).
- C1 English proficiency (advanced).
This is a 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 DP&R team strives to reinforce the relationship between Amazon and its vendors by ensuring a quick and proper communication built around every charge back dispute we manage.
We look not only to solve each dispute in a balance between Amazon's policies and vendor's benefit but also to improve our internal processes to reduce the flow of chargebacks while educating our vendors into an amended experience; as well as reducing defects on items received at our Fulfillment Centers.
The selected Operational Excellence Manager will be expected to manage a team of business support staff: Quality, Automation, Analytics, Content, Training and Workforce; and will be tasked with leading and developing these group of associates by help removing any barriers that may prevent them from executing at the performance bar established by the department

The Manager must be open and approachable, engage with their team of direct reports and peers, at an individual and collective level; in order to understand how to most effectively coach and motivate them and and invest time in developing their talent
One of the main objectives of the role is to build a work environment where 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 organization; you will ensure your team understands the important role they play in the organization and how their role supports the Amazon Vendors.
- Experience supporting process improvements, best practice sharing, and standardization across all IOT processes using Lean principles.
- Experience setting mechanisms to plan, execute and measure effectiveness of the program(s) within scope.
- Experience communicating and presenting results to Network Leadership.
- Experience working with inter-functional teams to create & manage projects/goals requiring joint ownership
- Experience setting mechanisms to plan, execute and measure effectiveness of the program(s) within scope.
- Strong tactical level operator; comfortable with data analysis and detailed investigation; able to coordinate workloads.
- Experience working and communicating with local and global teams.
- Strong analytical ability and problem solving skills
- Ability to create and continually support people through individual development plans
- Strong time management and organizational skills
- Helps direct-reports to understand the performance bar and supports them into reaching it.
This is not a virtual position, you will be required to assist to the office two times per week from our SJO15 building, located in the America Free Zone (AFZ), Cariari, Heredia.
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.
- University bachelor's degree completed.
- Intermediate/advanced proficiency in French, German or Italian (B2 level).
- Work experience within Supply Chain industry.
- Working experience in supporting areas as Quality AND/OR Training.