D2AS 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. We also offer Digital & Device services to customers across the globe. D2AS team (Digital, Device and Alexa support) provides world-class services on Amazon devices like Echo, Kindle, Fire TV and Dash and digital content like games, software, music & videos. Amazon's evolution on devices and content 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. Amazon by providing ‘work from home’ opportunity is taking employment to the next level. Even being virtual we are able to provide best in class technical support experience to customers and for the employees the channel provides greater work life balance and flexibility which helps our employees to achieve their personal goals in life which have envisioned.
Position Description: Group Manager
REPORTEES Team Managers
REPORTING TO Operations Manager
Summary of Duties
If you have an innovative mind and are passionate about driving process improvement and motivating a team of highly talented, customer-obsessed associates and Technical Support Managers, all while looking into systemic issues and implementing solutions to top impact problems, zeal to set up new sites and improvise new processes, we have the career you’re looking for!
Key duties include
People Management

· Handle a team of 5-8 Team Managers and 60-100 Technical Support Associates.
· Ability to set the vision and culture of the team by handling each team members’ and the collective team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets
· Carry out supervisory duties in accordance with Amazon’s policies and procedures; additional duties include interviewing, training and motivating employees; planning and assigning work; rewarding and reviewing employees; and effective conflict resolution
· Handle the career growth and development of the Technical Support team by driving focus on Amazon’s Leadership Principles
· Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments
Operations and Project Management

· Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
· Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives
· Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the customer satisfaction and profitability of the organization
· Works to build and maintain customer faith
· Solving complex customer support issues and proactively heading off negative service trends.
· Identifying and eliminating root cause barriers to accuracy, productivity, and quality
· Being aware and correctly utilizing resources provided by internal systems, departments, policies, and procedures
· Achieving performance goals in order to achieve customer support expectations
· Basic Qualifications
· Ability to stay focused and keeps up with our continuous and fast-paced growth
· Demonstrate ability to be a strong team player, behaves like an owner, and ultimately focused on delivering results with high standards
· Ability to demonstrate consistent effort, dedication, and willingness to go above and beyond when needed
· Ability to take initiative without being asked to.
· Strong communication skills as well as a strong technical and deep-dive skills are required
· Should be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and deep-dive problem solving and is passionate about excellent customer service
· Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the demands of a customer-focused and metrics associated environment
· Ability to be a cost owner and drive cost effective measures in the department and across the organization
· Ability to handle and drive process related automation with technical team where needed
Knowledge & Skills Required
· Ability to stay focused and keeps up with our continuous and fast-paced growth
· Demonstrate ability to be a strong team player, behaves like an owner, and ultimately focused on delivering results with high standards
· Ability to demonstrate consistent effort, dedication, and willingness to go above and beyond when needed
· Ability to take initiative without being asked to.
· Strong communication skills as well as a strong technical and deep-dive skills are required
· Must be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and deep-dive problem solving with an unrelenting passion for excellent customer service
· Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the demands of an extremely customer-focused and metrics associated environment
· Ability to be a cost owner and drive cost effective measures in the department and across the organization
· Ability to manage and drive process related automation with technical team where needed

PREFERRED QUALIFICATIONS

· Ability to stay focused and keeps up with our continuous and fast-paced growth
· Demonstrate ability to be a strong team player, behaves like an owner, and ultimately focused on delivering results with high standards
· Ability to demonstrate consistent effort, dedication, and willingness to go above and beyond when needed
· Ability to take initiative without being asked to.
Strong communication skills as well as a strong technical and deep-dive skills are required
· Must be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and problem solving with an unrelenting passion for excellent customer service
· Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the demands of an extremely customer-focused and metrics associated environment
· Ability to be a cost owner and drive cost effective measures in the department and across the organization
· Ability to manage and drive process related automation with technical team where needed

Desired profile

· Basic Qualifications
· Ability to stay focused and keeps up with our continuous and fast-paced growth
· Demonstrate ability to be a strong team player, behaves like an owner, and ultimately focused on delivering results with high standards
· Ability to demonstrate consistent effort, dedication, and willingness to go above and beyond when needed
· Ability to take initiative without being asked to.
· Strong communication skills as well as a strong technical and deep-dive skills are required
· Should be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and deep-dive problem solving and is passionate about excellent customer service
· Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the demands of a customer-focused and metrics associated environment
· Ability to be a cost owner and drive cost effective measures in the department and across the organization
· Ability to handle and drive process related automation with technical team where needed
Knowledge & Skills Required
· Ability to stay focused and keeps up with our continuous and fast-paced growth
· Demonstrate ability to be a strong team player, behaves like an owner, and ultimately focused on delivering results with high standards
· Ability to demonstrate consistent effort, dedication, and willingness to go above and beyond when needed
· Ability to take initiative without being asked to.
· Strong communication skills as well as a strong technical and deep-dive skills are required
· Must be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and deep-dive problem solving with an unrelenting passion for excellent customer service
· Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the demands of an extremely customer-focused and metrics associated environment
· Ability to be a cost owner and drive cost effective measures in the department and across the organization
· Ability to manage and drive process related automation with technical team where needed

BASIC QUALIFICATIONS

·
· Bachelor’s degree, MBA is a plus
· 3-5 plus years’ experience with Customer service/ Technical Support would be an added advantage
· 7-10 years of overall experience and 4-5 years of supervisory exposure including managing managers.
· Advanced computer skills using a variety of programs highly desired
· Should be flexible to work in varied shifts basis the business requirement
· Applicant should be willing to work from home
· Applicant needs to be in People Management role
Amazon is an Equal Opportunity Employer.