Operations Manager

Amazon India operates one of the largest customer service operations in the country, supporting millions of customers across multiple business lines. With state-of-the-art delivery centers and a focus on customer obsession, Amazon's operations teams ensure world-class service delivery at scale.

The Operations Manager will lead a high-performing team of 100+ customer service associates delivering exceptional support for Amazon's marketplace and services. This role demands strong operational leadership, process optimization capabilities, and a customer-first mindset to drive quality and efficiency metrics.

• Manage daily operations of customer service delivery center with 100+ associates across multiple shifts
• Drive key performance metrics including CSAT, FCR, AHT, and adherence while maintaining service quality standards
• Implement process improvements and automation initiatives to enhance operational efficiency
• Develop and execute workforce management strategies including capacity planning, scheduling, and attrition management
• Lead recruitment, training, coaching, and performance management of customer service teams
• Collaborate with cross-functional teams to resolve escalations and improve customer experience

• Bachelor's degree in any discipline; MBA or relevant postgraduate degree preferred
• Minimum 7 years of experience in BPO/customer service operations with at least 3 years in managerial roles
• Proven track record of managing large teams (75+ associates) in high-volume contact center environments
• Strong analytical skills with expertise in using data to drive operational decisions and improvements
• Experience with workforce management tools, CRM systems, and quality monitoring platforms
• Excellent leadership, communication, and conflict resolution skills
• Six Sigma or Lean certification is a strong plus

• Competitive package between ₹16L – ₹22L per annum
• Lead operations for the world's most customer-centric company in India's fastest-growing market
• Access to Amazon's leadership development programs and global career opportunities
• Work in a modern, well-equipped delivery center with comprehensive employee benefits
• Performance-based bonuses and stock options as part of total compensation

This opening is not listed on any public job portal. It is a verified internal opportunity exclusively accessible through the website careerjump.co.in and directly apply to this job role. They also have similar job openings posted daily on their website. You can also join their WhatsApp Community for daily updates on verified internal job openings.