{"id":2971839,"url":"https://alion.io/job/amazon-operations-manager-ii-customer-service","title":"Operations Manager II, Customer Service","company":{"id":19,"name":"Amazon","domain":"amazon.com","url":"https://alion.io/company/amazon","size_band":"1-10","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Career site","truth_index":{"grade":"B","score":78,"open_postings":4528,"ghost_share":0,"stale_share":0.89,"repost_share":0.002,"time_to_fill_p50_days":22,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Management","role_family":"Management","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Edinburgh, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":50000,"max_usd":91000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":24},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-10-20T00:00:00Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-29T03:43:52Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"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.\nOur 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.\nThe 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.\nThe 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.\nKey job responsibilities\nLeadership\nExperience directly leading people managers in a Brick & Mortar environment, maintaining visible on-site leadership and driving team culture\nExperience interviewing and selecting candidates who meet Amazon's high-performance bar\nDemonstrated ability to develop and nurture leadership skills in others, including coaching managers through complex UK employment relations matters\nStrong listening and communication skills, with the ability to navigate sensitive workforce issues in line with UK labour legislation\nA positive communicator who can also handle difficult conversations when necessary, including disciplinary, grievance, and consultation processes\nClearly articulates Amazon's mission, vision, and strategy while translating it into site-level priorities\nConfident in facilitating team discussions and sharing business updates in a face-to-face, site-based setting\nMaintains a high level of professionalism and approachability, serving as a trusted point of contact for associates and stakeholders alike\nPartners with PxT and Employee Relations to ensure compliance with UK employment law, including Working Time Regulations, TUPE, family-friendly legislation, and evolving regulatory requirements\nOperational Delivery\nUnderstands and takes ownership of the controllable aspects of service level performance within a B&M operating model\nUses data and insights to prepare and present metric reviews, including site-level workforce planning and attendance metrics\nCreates 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\nActs as the operational liaison for business teams to represent the voice of the customer and contribute to process or policy changes\nBuilds and tests new approaches to service delivery while ensuring alignment with UK health & safety, equalities, and employment standards\nWorks closely with Capacity Planning to manage headcount, shift patterns, and resource allocation in compliance with UK working time and contractual requirements\nContinuous Improvement\nLeads and participates in Kaizen and Gemba events to enhance the customer and associate experience, leveraging the advantages of in-person collaboration on-site\nUses data to identify ongoing improvement opportunities in service delivery, including associate engagement, retention, and wellbeing metrics\nTakes 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\nStays current on changes to UK employment legislation and proactively assesses their impact on site operations, working practices, and people policies\nBasic qualifications\n- Experience managing large teams across multiple locations and languages\n- Knowledge of Microsoft Office including Outlook, Word, and Excel\n- Experience in performance metrics, process improvement, and Lean methodologies\n- Experience implementing process improvements\n- Experience in customer service\n- Experience in people management\nPreferred qualifications\n- Experience as a strong leader who can prioritize well, communicate clearly and effectively influence across cross-functional teams\n- Experience in project/program management\n- Experience in Employment Law\n- Experience in capacity planning, operations planning, business analysis or equivalent\n- Bachelor's degree or equivalent\nAmazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.\nAmazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.\nOur inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.","description_format":"text","description_chars":6138,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Robotics AI","Gift Cards & Loyalty Programs","Coupons, Deals & Cashbacks","Logistics & Warehouse Robotics"],"lifecycle":[{"event":"open","at":"2026-10-21T02:47:58Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Senior or Specialist Worker, Graduate Trainee, Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Business Mobility: Senior or Specialist Worker; Global Business Mobility: Graduate Trainee; Skilled Worker","cap_exempt":false,"checked_at":"2026-10-28T06:26:45+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":55,"band":"ok","label":"Likely open","p_open":1,"p_active":0.607,"p_room":0.9,"age_days":8,"expected_fill_days":22,"reasons":["conf:4","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/amazon-operations-manager-ii-customer-service","json_url":"https://alion.io/job/amazon-operations-manager-ii-customer-service.json","meta":{"generated_at":"2026-10-29T04:06:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6284,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":19},"rest":"https://alion.io/mcp/rest/get_company?id=19"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Famazon-operations-manager-ii-customer-service"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Famazon-operations-manager-ii-customer-service"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Famazon-operations-manager-ii-customer-service"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/amazon-operations-manager-ii-customer-service\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Famazon-operations-manager-ii-customer-service"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2971839}},{"tool":"search_jobs","arguments":{"company":"amazon.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2971839},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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