Join the team that launched Amazon Books and Amazon 4-star. We've applied Amazon's 20 years of online retailing experience to build stores that integrate the benefits of offline and online shopping. The ideal candidate views every customer interaction as an opportunity to create an exceptional customer experience. As a leader of the Amazon
retail team, you have the opportunity to work with a stellar team that provides best-in-class customer service to anyone visiting the store.
Your passion for customer interactions allows you to provide best-in-class customer service to those who visit our store. You help create a vibrant store culture based on customer obsession, trust, respect, continuous learning, and fun. You lead a strong and diverse team of Associates, appreciating their unique styles, perspectives, and backgrounds. Utilizing tools and standard work, you drive process, deliver repeatable results, and assist the Store Manager in leading the end-to-end operations in the store. You're committed to delighting customers and get excited about offering tips on our thoughtfully curated selection, the latest devices and other customer favorites. Together as a team, you provide best-in-class customer service to anyone visiting the
What You Do:
You Deliver Exceptional Customer Service
You and your team are in the unique position of being face-to-face with our customers and you understand the significance of this opportunity. You are Right a Lot when it comes to reading customers and don't use a one-size-fits-all approach to creating a great customer experience. You warmly welcome anyone who comes into the store and then enjoy using your judgment to adapt to the needs of each individual customer. You are flexible, think on your feet, and exercise great judgment in handling unusual requests or difficult customer interactions. You are an articulate and persuasive communicator without being pushy. Customers are drawn to you because you are approachable, authentic, humble, kind, pleasant, and confident. You don't assume anything about the customer's knowledge on products; rather, you ask great questions to better gauge what the customer wants. You make book recommendations that surprise and delight the customer, and can demonstrate how to use our devices in a simple and accessible way. You constantly listen for customer input and help determine what the best course of action is.
You Drive Operational Excellence
No task is beneath you. You assist your team in bringing products to front of house (FOH) and executing space changes. You support your team in Back of House (BOH) by helping to receive, sort, stock, and stow products. Technical issues don't faze you. You are comfortable operating all of the systems, tools and devices used within the store,
including the point-of-sale (POS) station. You remove roadblocks for your team by guiding them on what issues should be escalated to support teams and what they can solve on their own. You are curious and analytical in your approach to discovering the root cause of a problem. You present problems in a clear manner to supporting teams through trouble tickets and other mechanisms and provide help in testing and
evaluating fixes. You think on your feet and identify efficient short-term fixes. You have a keen eye for numbers. You look at key metrics on a regular basis and work with the store manager to make adjustments in the store to improve store performance. You keep a close tab on the actual hours worked by Associates to ensure that we are utilizing resources efficiently.
As a member of the store leadership team, you have store opening and /or closing responsibilities. When opening or closing the store, you follow the processes meticulously to secure all parts of the building. You determine the priorities and assign tasks to the team. You lead the Associates in getting the store ready for working hours and closed down quickly and effectively at the end of the day. You take turns with other
store leaders in being the Floor Leader. You ensure that the right labor is deployed to the right places at the right time in order to create an optimal customer experience.
While you are the Floor Leader, you are constantly observing and aware of what is happening in your store. You watch for shifts in customer traffic and redeploy labor accordingly. You observe Associate interactions with customers and coach both positively and constructively. You are a true owner of the customer and associate experience in the store.
You continually focus your team's efforts by giving them direction on the goals for the day or week and assigning tasks to them. You strike a good balance between delegating to your team and executing tasks yourself. You lead by example and are a role model when it comes to maintaining a clean and pleasant store environment, not just for customers but also for your co-workers. You strive to make the store a secure place. You fully live the Amazon Leadership Principles and are passionate about helping your team do the same.
You Develop Talent
You understand that if the team doesn't work well together, we won't be successful in creating a space where customers are drawn to come and spend time. You look out for great talent who will bring our Amazon culture to life. You are an active participant in the store's hiring and recruitment process. You work with your team to set goals and
understand what great performance looks like. You are a hands-on manager who listens closely and is quick to accept feedback and suggestions from the team. You connect with Associates regularly through 1:1s and stand-ups and actively coach and mentor others to prevent small concerns from developing into larger performance issues. You continuously assess and develop talent and help create a strong bench of future ASMs. You maintain a clear view of your team's work habits. You ensure that Associates punch in and out and take breaks regularly. You supervise their time off requests and act quickly when there is an unplanned absence.
You are comfortable working in a physical environment. You have the ability to lift up to 49 pounds and be on your feet for a shift, up to 10 hours at a time with or without reasonable accommodation.
Ideal candidate profile
· Bachelor's degree in Business Administration, Operations Management or equivalent experience
· 5+ of experience in a retail or customer-facing environment
· 3+ years of experience building and leading retail teams of 6 or more
· Demonstrated ability to attract, hire and develop teams and build a bench for key roles.
· Willingness to work a flexible schedule, meeting customer needs, including nights, weekends and holidays.