Customer Connection Customer Service (C2CS) Team Manager

Job description

DESCRIPTION

The Customer Connection Customer Service (C2CS) team strives to inspire Amazonians to put the customer at the heart of every decision that they make. We use customer anecdotes to relentlessly advocate on behalf of customers and drive defect elimination in order to support our mission to be Earth's Most Customer-Centric Company.

Amazon is looking for a Team Manager based in Seattle, WA who will lead and support a team of up to 30 C2CS Specialists. As a Team Manager, you will be responsible for the coaching, development, project management, performance and engagement of your associates. A successful candidate will ensure their team is their primary focus by supporting them and removing any barriers that prevent them from delivering a world-class C2CS experience to internal and external customers.

The C2CS program embodies the “Always Changing, Always Improving” standard of Amazon and every day will truly be “Day 1”.

The ideal Team Manager understands that supporting their people is the most critical role they perform, to achieve this they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them and invests time in developing their people to become legends! They build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class service.

You will be responsible for using quantitative and qualitative data to identify opportunities to coach your people and celebrate their success. As a single threaded leader for your people you will take care of all elements of your associates satisfaction and engagement at work, including communication and management of their scheduling, ownership of their payroll and taking action on issues arising in your team Gemba. As a leader of customer facing associates, you will be expected to role model world class service by regularly handling customer contacts. As a leader you will be an expert in articulating the Amazon mission and deeply understand the expectations of the Amazon CS Contact Tenets; you will ensure your people understand the important role they play in living the Contact Tenets and how their role supports the Amazon flywheel.

Desired profile

BASIC QUALIFICATIONS

· Two-year degree or two years management experience
· Minimum two year's experience in Customer Service or minimum one year experience in another similar leadership role
· Proficient in Microsoft Office (Word, Excel, PowerPoint, etc.)
· Experience with Lean Six Sigma methodology