Job Description - Salesforce Production Support Operations Manager
Amazon Global HR Solutions (GHRS) team is looking for an experienced Production Support Operations Manager. Currently at GHRS, we are building a HR Contact Management solution on Salesforce Service Cloud. We are on boarding new programs across globe onto this platform. GHRS will enable employee self-sufficiency by providing simple, intuitive self-service tools across devices using communities, lightening, and other Salesforce next gen technologies. We will implement the overall self-service strategy and user experience for our employees and partners by integrating it with other Amazon cross systems and platforms like telephony, content management system (CMS), and analytics ensuring a consistent global experience.
The successful candidate is one who thrives in a fast-paced environment; candidate will able to drive results in managing and monitoring incidence, problem and issues in production environment. The candidate needs to manage resource velocity and delivery of multiple projects across different programs in agile project delivery methodology. The person will be answerable to cross program stakeholders in meeting various operational KPIs, productivity and service levels. The person will be responsible for setting goals and vision for the function establishing and developing operational excellence.
The Prod Support Operations Manager would be responsible in creating mechanisms for employee growth and development. This would mean enabling talent development. The person will be an integral part of hiring people for the team, and global functions within Amazon. He or she will represent the team; will manage the organization structure for entire team, so that it can deliver as per scale and future growth.
The candidate would need to drive innovation within the team, such that operational inefficiencies can be removed and existing procedures/SOPs be enhanced. There would be multiple internal and external stakeholders to interact with the person. The person will drive common goals, production support operational practices and processes across various business stakeholders and teams and set up effective communication across them. Additional Responsibilities Include:
- Develop a culture of continuous improvement through feedback, mentoring, and metrics
- Exhibit excellent judgment
- Insist relentlessly on high standards by challenging the status Quo
- Inspire and engage team for innovation and simplification
- Has passion, convictions, and the innate ability to inspire others
- Own and Deliver results
- Thinks big