Operations Manager

Who you are

• 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
• 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
• 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
• 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

What the job involves

• 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
• 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
• 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