The Kindle ebooks team is looking for an experienced senior leader for our global support teams who help content providers interact with Kindle systems and build their businesses. This individual will lead a motivated team in diverse locations to achieve world class service goals for Kindle Publishers, Authors and Agents using Kindle Publishing, Kindle Direct Publishing, and Createspace Print on Demand services.
Key responsibilities will include a mix of:
· Daily operations management of 24X7 global customer support operations
· Process optimization, improvement and invention using Lean and Six Sigma tools as well as software automation.
· Ownership of the behind-the-scenes systems including business planning and analysis, workflow planning, quality auditing.
· Leadership of Learning and Development including instructional design and training, content development and localization, and online self-help systems.
Key expectations are:
· The successful candidate will be extremely customer focused on providing world class service to content providers. They will be a hands-on, detailed-oriented individual with a curious mind.
· They will drive the long term strategy for content provider support services as the businesses and functionalities continue to grow. This includes the development of new products, features and functionalities with Kindles long-term goals in mind.
· They will understand and demonstrate Amazon’s core values and Leadership Principles and translate those to everyday operational practices at every level of their organization.
· They will set the overall direction, coordination, and evaluation of the teams under their management including hiring, developing and mentoring long term, visionary leaders for Amazon.
· They will have an ability to understand technical systems in a complex, automated, content processing environment across multiple businesses in multiple geographies.
· They will demonstrate clear written and oral communication with an emotional maturity and grace under pressure.
Basic Qualifications:
· Master’s degree in engineering or business. Bachelor’s degree with significant experience will also be considered.
· Experiencing leading / growing consumer businesses - record of improving customer experience and business performance
· 10+ years of team management experience
· Experience leading teams (20+ people)
· 8+ years in running and improving large global operations
· Strong people management and project management skills
· Knowledge of Six Sigma/Lean Processes
· Direct experience in digital or other software driven process management
· Exceptional written communication
· Desire to work in a fast-paced, highly ambiguous entrepreneurial culture
Preferred Qualifications:
· 10+ years management experience in publishing, customer service or similar production environment with a demonstrated history of delivering innovative solutions
· Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality, process improvement and system design
· Strong organizational planning and development, business judgment, and communication skills
· Experience leading and motivating a diverse workforce
· Management of a minimum of 50 employees, including people managers (payroll, performance management and work-flow assignment).
· A proven ability to identify new areas of opportunity and invent policies or processes to address those opportunities using expertise in disciplines such as business analysis, process engineering and software development
· A creative and analytical mind that thrives in a data-driven environment
BASIC QUALIFICATIONS
Basic Qualifications:
· Master’s degree in engineering or business. Bachelor’s degree with significant experience will also be considered.
· Experiencing leading / growing consumer businesses - record of improving customer experience and business performance
· 10+ years of team management experience
· Experience leading teams (20+ people)
· 8+ years in running and improving large global operations
· Strong people management and project management skills
· Knowledge of Six Sigma/Lean Processes
· Direct experience in digital or other software driven process management
· Exceptional written communication
· Desire to work in a fast-paced, highly ambiguous entrepreneurial culture
PREFERRED QUALIFICATIONS
Preferred Qualifications:
· 10+ years management experience in publishing, customer service or similar production environment with a demonstrated history of delivering innovative solutions
· Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality, process improvement and system design
· Strong organizational planning and development, business judgment, and communication skills
· Experience leading and motivating a diverse workforce
· Management of a minimum of 50 employees, including people managers (payroll, performance management and work-flow assignment).
· A proven ability to identify new areas of opportunity and invent policies or processes to address those opportunities using expertise in disciplines such as business analysis, process engineering and software development
· A creative and analytical mind that thrives in a data-driven environment
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