Global Screening Services Director

hace 3 días


San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

Job Summary

The Amazon Screening Services Operations Manager is responsible for leading a global team of Managers and Process Leads located in San Jose, Costa Rica, and Hyderabad, India. This role requires a strategic thinker who can drive process improvements and exceed productivity and quality goals while ensuring a seamless onboarding experience for new Amazonians.

About the Role

This position has complete responsibility for the pre-employment screening operations for our North America Customer Fulfillment hiring program. As a leader, you will be responsible for presenting operational metrics to senior leadership, identifying service gaps, and implementing process improvement solutions. You will also lead the implementation of training initiatives to improve quality and productivity.

Key Responsibilities

  • Presents operational metrics to the senior leadership team and identifies service gaps and implements process improvement solutions.
  • Leads the implementation of training initiatives to improve quality and productivity.
  • Drives solutions to escalations, providing root cause analysis and recommendation.
  • Problem-solves for closing team performance gaps and achieves performance goals and objectives in line with the network-wide vision and goals.
  • Develops and communicates policies to associates and creates mechanisms to ensure compliance.
  • Manages the team workflow to maintain service levels and ensures equitable workloads.
  • Carries out supervisory responsibilities in accordance with Amazon's policies and procedures.

Requirements

To succeed in this role, you will need:

  • Operational experience managing a shared services function.
  • Well-rounded experience in continuous improvement by influencing decisions and driving projects across multiple teams.
  • Experience in capacity planning.
  • Able to work independently and in a team.
  • Strong organizational and communication skills.
  • Demonstrated problem-solving skills.
  • Advanced working knowledge of Microsoft Excel and SQL.
  • A strong commitment to and passion for customer satisfaction.
  • Able to handle changing priorities and use good judgment in stressful situations.

About Us

At Amzn Support Srvcs Costa Rica, we are known for our speed, accuracy, and exceptional service, which supports associate onboarding. We are looking for an exceptional candidate to join our team as a Global Screening Services Director.



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