Senior Operations Manager, Rufus & Alexa Shopping

The OPTIMA team is looking for a Senior Operations Manager, who will play a pivotal role in shaping the future of the shopping experience for customers worldwide. We are seeking the industry's best to help us create new ways to interact, search and shop. Join us, and you will be taking part in changing the future of everyday life. If you are keen to be operating in emerging technology space like GenAI/Agentic AI and enabling Amazon launch delightful AI products worldwide. If you are customer obsessed, passionate about data and operations excellence, keen learner, agile, have ability to influence leadership teams and like partnering with cross-functional teams across time zones then this role is for you.
You would contribute to CX improvement programs, prepare operational strategy, drive performance and talent management and contribute to the planning and budget (Opex) management. If you are customer obsessed, passionate about data and driving operational excellence, keen to learn, be agile, have ability to influence leadership teams and like working with partner teams across time zones then this role is for you. The Operations leader will be responsible to lead and manage a large operations team, which plays a critical role in improving shopping experience for our customers.
Key job responsibilities
1. Manage a 200–300 member team, track KPIs and driving individual and team performance toward organizational goals.
2. Set vision for the team, provide direction while creating optimal organization structures aligned with scope, skills, and budget.
3. Own end-to-end service delivery including infrastructure, staffing models, resource planning, and drive SLA adherence.
4. Collaborate with partners to build input-focused operating plans that improve customer experience and ROI.
5. Develop, launch and implement scalable processes to facilitate delivery excellence.
6. Hire and develop talent while building career development roadmaps and leadership pipelines across all levels.
7. Drive site-wide improvements in operations, quality, productivity, customer experience, and people metrics.
8. Establish business communication cadences and organize reviews with senior stakeholders.
9. Own operational planning, budgeting, and Business Continuity Plans for operations.
10. Set high hiring and performance standards, define performance management strategies, and create mechanisms to measure and benchmark talent.
11. Drive continuous process excellence and automation, influencing technology roadmaps for tool development that improves efficiency, quality, and customer impact.
12. Collaborate and influence wide range of cross-functional teams covering tech, science, product, program, and operations teams to deliver the best business and customer outcome
About the team
This role is part of OPTIMA team within Core Shopping Org. We at OPTIMA enable Amazon launch and deliver delightful shopping experience to customers worldwide. We are a global, cross-functional team providing data and analytics solutions across AI lifecycle, leveraging technology alongside our operational excellence.
- Bachelor's degree or equivalent
- Experience analyzing data and applying best practices to assess performance drivers
- Experience influencing internal and external stakeholders
- Experience engaging, verbally and in writing, with internal and external stakeholders to convey complex ideas in a clear, concise manner
- At least 5+ years experience of managing and developing high performance teams and leading an operations team of 250+ employees
- Ability to adapt well to fast-paced environments with changing circumstances, direction, and strategy.
- Master's degree in Business Administration or a related field
- Six Sigma green belt certified
- Experience in leading programs/operations teams related to AI/ML/LLM operations
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