What are the responsibilities and job description for the Contact Center Manager, One Medical, Mission Control position at Amazon?
DESCRIPTION
As we grow and redefine the primary care experience, we are seeking passionate and dynamic leaders to oversee the people, processes, and technology that set Amazon One Medical apart. Reporting to the Senior Manager of One Medical Operations, the Contact Center Manager will be responsible for ensuring exceptional patient care, accessibility, and a seamless patient-centered experience at an affordable cost.
In this role, you will lead our centralized operations team, set strategic direction, and oversee our centralized operations managers. Your focus will be on creating a great experience for both patients and team members while driving operational excellence. Collaborating across teams, you will execute our mission of delivering high quality care and service through effective performance management.
We are looking for a strong people leader and innovative problem solver who excels at building efficient workflows and fostering cohesive teams. You are an effective communicator who can inspire, develop, and support your team while staying responsive to their needs. With a deep understanding of customer service, administrative operations, and team motivation, especially during times of change, you are seeking your next opportunity to drive engagement, deliver results, and lead people in a healthcare organization that is transforming the industry.
Key job responsibilities
- Oversee centralized service operational leaders and manage the daily operations of the inbound and outbound patient support center.
- Establish and implement standard operating procedures using CICARE (a standardized communication framework for delivering compassionate and effective patient care), along with Active Daily Management and Lean principles to improve patient and team experiences.
- Track performance against operational goals, quality standards, and compliance requirements while developing reports and audits to assess effectiveness.
- Support leadership in setting and executing weekly, monthly, and quarterly goals and action plans.
- Handle escalated operational issues that require collaboration across multiple teams to ensure timely resolution.
- Manage and oversee all aspects of facility operations.
BASIC QUALIFICATIONS
- 5 years of managing high-performing teams, including 4 years leading customer or patient-facing support teams in a high-volume contact center.
- 2 years of managing managers.
- Experience in management within a healthcare setting.
PREFERRED QUALIFICATIONS
- Proven ability to build and maintain a collaborative, supportive, and engaged team culture.
- Demonstrated success in leading management and process improvement initiatives.
- Proficient in technology and software, with expertise in Excel, PowerPoint, Nice-InContact, G Suite, and Electronic Health Record Systems.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Our 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.
