Operations Manager, Customer Services in Edinburgh

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. 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'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 responsibilitiesLeadershipExperience directly leading people managers in a Brick & Mortar environment, maintaining visible on-site leadership and driving team cultureExperience interviewing and selecting candidates who meet Amazon's high-performance barDemonstrated ability to develop and nurture leadership skills in others, including coaching managers through complex UK employment relations mattersStrong listening and communication skills, with the ability to navigate sensitive workforce issues in line with UK labour legislationA positive communicator who can also handle difficult conversations when necessary, including disciplinary, grievance, and consultation processesClearly articulates Amazon's mission, vision, and strategy while translating it into site-level prioritiesConfident in facilitating team discussions and sharing business updates in a face-to-face, site-based settingMaintains a high level of professionalism and approachability, serving as a trusted point of contact for associates and stakeholders alikePartners with PxT and Employee Relations to ensure compliance with UK employment law, including Working Time Regulations, TUPE, family-friendly legislation, and evolving regulatory requirementsOperational DeliveryUnderstands and takes ownership of the controllable aspects of service level performance within a B&M operating modelUses data and insights to prepare and present metric reviews, including site-level workforce planning and attendance metricsCreates 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 regulationsActs as the operational liaison for business teams to represent the voice of the customer and contribute to process or policy changesBuilds and tests new approaches to service delivery while ensuring alignment with UK health & safety, equalities, and employment standardsWorks closely with Capacity Planning to manage headcount, shift patterns, and resource allocation in compliance with UK working time and contractual requirementsContinuous ImprovementLeads and participates in Kaizen and Gemba events to enhance the customer and associate experience, leveraging the advantages of in-person collaboration on-siteUses data to identify ongoing improvement opportunities in service delivery, including associate engagement, retention, and wellbeing metricsTakes 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 complianceStays current on changes to UK employment legislation and proactively assesses their impact on site operations, working practices, and people policiesBasic 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 managementPreferred qualification - 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 equivalentAmazon is an equal opportunities employer. 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