Nashville Metropolitan Area
General Manager with extensive international expertise focused on improving customer and driver experiences across Amazon.com (most recently Shipping and Delivery Support). Proven success growing skills through experiential roles such as training, ACES (Amazon’s Lean/Six Sigma program), site leadership, virtual leadership. Committed to creating a culture of excellence, quality, service, and profitability. Passionate about assisting individuals, leaders, and teams meet and surpass their goals. One of the key operations leaders that built out Amazon’s Shipping and Delivery support from an operations side starting with 200 employees and growing it to over 10k+.
As a General Manager at Amazon, responsible for leading customer and driver support teams across, USA, Costa Rica, Colombia, Philippines and Europe while building customer and driver support across the globe. Managed budget cycles, employee reviews, training, schedules, and employee relations. - Developed and implemented operational strategies to improve efficiency and quality. - Leveraging background in ACES (Lean/Six Sigma), championed continuous improvement initiatives that reduced defects and improved overall efficiency/cost. - Oversaw successful launch of new product lines, coordinating between departments to ensure unified approach and timely delivery. These product lines included Grocery, Locker Delivery, In Garage Delivery and Escalations support.
· Leading and managing 7-10 direct reports and 500+ indirect reports · Responsible for Customer Service Headcount for their site and partnering with capacity planning and facilities for growth and seasonal needs · Managing workflow, escalations and effectively delegating across your leadership team. · Driving the creation of staffing plans, schedules, quality/process change initiatives, and Lean/Kaizen activities in our fast paced environment. · Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within your organization and serving as a role model for the worldwide customer service network. · Being prepared to jump on a call and present to senior leadership globally across organizations at a moment’s notice.
The Operations Manager has completed responsibility for customer service inbound operations, outbound operations or a functional process responsibility within the CS call center. Responsibilities: • Lead and supervise 5-7 team managers and 150-200 CS associates in outbound or inbound operations within the call Center. • Responsible for the overall safety, quality and performance and customer experience. • Carry out supervisory responsibilities in accordance with the organization’s policies and procedures. • Accountability for meeting and exceeding operational goals. • Strategic planning and forecasting; appraise performance; reward and discipline employees; resolve problems; and address staffing needs. • Mentor, train and develop teammates for career progression and learning • Ability to develop and share best practices across the shifts and network. • Develop People and optimize organization. This position requires a candidate with the proven ability to drive process improvements and the ability to keep pace with our explosive growth while motivating others to meet the challenges of an extremely deadline-driven environment.
Built snow mobiles and 4-wheelers on an assembly line.