District Manager, Campus Site Operations

Job description

DESCRIPTION

Are you interested in being a part of one of Amazon's newest strategic initiatives? Amazon Pickup Points is Amazon's new concept of having physical locations on, or near university campuses that will bring Amazon's broad selection, low prices, and convenient shopping experience to the heart of college communities.

The Campus Operations team is looking to hire a results-oriented campus pickup point (CPP) district manager to run the operations for all of the CPPs [West]. This position will be specialized in brand advocacy, customer experience, fulfillment capabilities, continuous improvement and retail management including training and people management. The District Manager of Campus Site Operations must be able to motivate, campus site leaders, and hourly associates to provide a world class customer experience, both in terms of fulfillment of orders, and customer service. This role will also be responsible for continuing to improve the in-person customer experience that exemplifies the Amazon brand to CPP customers.

This position will lead the operations, people, training, performance management and continuous improvement for campus pickup points in North America.

In this role you will be responsible for:
· Managing overall performance of the pickup points to achieve operating results, including variable costs targets, resource utilization, and service SLAs.
· Managing an effective customer service program in pickup points and is a role model when interacting with the customer
· Managing strong execution of standard operating procedures in the CPPs and provides clear feedback on continuous improvement ideas
· Evaluating CPP performance and identifies root causes driving positive or negative variance
· Encouraging innovation and fostering associate ideas to grow the CPPs while becoming more effective and efficient
· Publishing weekly/monthly store updates to the broader stakeholder audience.
· Being ahead of the game in planning for Back to School peak twice a year and be prepared for multiple other events that take place on college campus
· Collecting local market intelligence as needed
· Troubleshooting and resolving escalated challenges from the CPPs, such as associate and customer issues, technical and operational issues, etc.
· Interviewing and hiring CPP Managers and the associate base as and when needed along with building updated job descriptions as the business expands.
· Ensuring that periodic evaluations of CPP Managers are completed on time and assists in the continued development of CPP Managers and team
· Recognize the need to be on-site at the campus stores to provide coaching/mentoring along with hiring/recruiting events and plan for being present 30-40% of the time.

Desired profile

BASIC QUALIFICATIONS

· 3+ years of work experience in retail, operations, or CS management ideally in a district manager or similar level role
· Multi-unit or multi-team management experience
· 1-2 years in New Business Development and execution of new ideas
· Bachelor's degree in Business Administration or related area
· Flexible work hours including nights and weekends (ability to work 40 hours a week)
· Demonstrated ability to motivate an hourly workforce and create a customer-focused culture
· Demonstrated ability to manage operational metrics in a retail environment