Operations Manager Ii, Customer Service

Amazon is looking for an Operations Manager II who will provide strategic and tactical leadership for approximately 240 associates with direct line management of around 12 Team Managers within our B&M site based in Edinburgh. This role requires defining metrics, goals, and long-term strategy while managing ambiguity and contributing to organizational planning.

Our overall mission is simple: we want Amazon to be the place where our customers can find, discover, and buy anything online. Whatever our customers want, we will find a way to deliver it. With your help, Amazon associates will deliver world-class service to our customers.

The number one priority for this role is ensuring associates deliver a world-class customer experience while building structures that enable teams to succeed independently. You will establish workflows, SLAs, and operational excellence mechanisms while serving as a strategic partner to cross-functional teams. You'll define vision, negotiate cross-team priorities, and make trade-offs between short-term tactical needs and long-term strategic goals.

The ideal Operations Manager II demonstrates measurable improvement in operational performance metrics, establishes process improvement mechanisms, and acts as a mentor to both managers and individual contributors. You will lead calibration activities, participate in strategic initiatives (1-3 year planning), and may provide input into OP1/OP2 planning processes.

Key job responsibilities

Leadership

• Experience directly leading people managers in a Brick & Mortar environment, maintaining visible on-site leadership and driving team culture
• Experience interviewing and selecting candidates who meet Amazon's high-performance bar
• Demonstrated ability to develop and nurture leadership skills in others, including coaching managers through complex UK employment relations matters
• Strong listening and communication skills, with the ability to navigate sensitive workforce issues in line with UK labour legislation
• A positive communicator who can also handle difficult conversations when necessary, including disciplinary, grievance, and consultation processes
• Clearly articulates Amazon's mission, vision, and strategy while translating it into site-level priorities
• Confident in facilitating team discussions and sharing business updates in a face-to-face, site-based setting
• Maintains a high level of professionalism and approachability, serving as a trusted point of contact for associates and stakeholders alike
• Partners with PxT and Employee Relations to ensure compliance with UK employment law, including Working Time Regulations, TUPE, family-friendly legislation, and evolving regulatory requirements

Operational Delivery

• Understands and takes ownership of the controllable aspects of service level performance within a B&M operating model
• Uses data and insights to prepare and present metric reviews, including site-level workforce planning and attendance metrics
• Creates operational plans to support ramp-up/down periods and business launches, factoring in UK-specific considerations such as statutory notice periods, consultation obligations, and seasonal workforce regulations
• Acts as the operational liaison for business teams to represent the voice of the customer and contribute to process or policy changes
• Builds and tests new approaches to service delivery while ensuring alignment with UK health - safety, equalities, and employment standards
• Works closely with Capacity Planning to manage headcount, shift patterns, and resource allocation in compliance with UK working time and contractual requirements

Continuous Improvement

• Leads and participates in Kaizen and Gemba events to enhance the customer and associate experience, leveraging the advantages of in-person collaboration on-site
• Uses data to identify ongoing improvement opportunities in service delivery, including associate engagement, retention, and wellbeing metrics
• Takes action on issues escalated within the team and collaborates across the business - including PxT, ER, and Legal - to implement solutions that balance operational performance with UK regulatory compliance
• Stays current on changes to UK employment legislation and proactively assesses their impact on site operations, working practices, and people policies

Basic Qualifications

• - Experience managing large teams across multiple locations and languages
• - Knowledge of Microsoft Office including Outlook, Word, and Excel
• - Experience in performance metrics, process improvement, and Lean methodologies
• - Experience implementing process improvements
• - Experience in customer service
• - Experience in people management

Preferred Qualifications

• - Experience as a strong leader who can prioritize well, communicate clearly and effectively influence across cross-functional teams
• - Experience in project/program management
• - Experience in Employment Law
• - Experience in capacity planning, operations planning, business analysis or equivalent
• - Bachelor's degree or equivalent

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