Customer Service Group Manager

Job description

DESCRIPTION

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is fueled by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.

Summary of Responsibilities

Are you passionate about driving process improvement and motivating a team of driven, customer-obsessed associates and Team Managers? Do you love to analyze systemic issues and implement solutions to challenging problems? If you answered yes to both these questions, we have the career for you!

Amazon is looking for a Group Manager who will have responsibility for associates and direct line management of Team Managers. The number one priority for this role is to ensure that associates are supported to deliver a world class experience.

The Group Manager role will require you to oversee the operational delivery and overall performance of the teams you lead and support the development of the Team Managers that report to you. To achieve this, an ideal Group Manager coaches and supports their Team Managers to build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class service. This role will require you to work with key support functions such as Capacity Planning and Quality Assurance to review performance trends and opportunities, and take continual action to improve the service level and quality of associate performance. You will be an escalation point for your Team Managers and their associates to take action on issues or barriers impacting the customer experience, and will lead Kaizen events to solve people or customer issues. You will represent your team in the wider business, being accountable for creating the input, actions and representation of team performance in standard meeting routines such as metric calls. You will also be a key partner for business teams when operational points of contact to co-ordinate launches, messaging or reviews are required.

Desired profile

BASIC QUALIFICATIONS

· Bachelor's degree OR four years leadership experience in an equivalent role
· Minimum 2 years experience in leading managers and large teams