D2TS Group Manager [A]

Job description

DESCRIPTION

A Group Manager (GM) sets the vision, direction, and culture of their teams by managing leaders and team´s performance expectations and goals while finding ways to achieve Amazon's mission to be Earth's most customer centric company. A GM manager drives exceptional results, develops talent, guide a group of leaders and leads projects and raises the bar in a fast-paced environment.
The ideal Group Manager ensures that Team Manager Priorities and tasks are aligned to supporting associates to apply the Amazon CS Contact Tenets. 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.
You will be responsible for the overall performance and operational delivery of your teams; this will require you to work with key support functions such as Workflow, Human Resources, Capacity Planning and Quality to review performance trends and opportunities and take continual action to improve the service level and quality of performance. You will be an escalation point for your Team Manager and their people 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.

Skill Requirements:
Leadership:
· As a leader of leaders understands how to nurture and develop leadership skills in other leaders
· Demonstrated passion for delivering a positive customer experience, and maintain composure in difficult situations
· Ability to effectively and efficiently lead a team to deliver upon difficult goals or assignments
· Can adapt well to changing circumstances, direction, and strategy
· Strong interpersonal, people, communication and listening skills
· Experience interviewing and selecting people who will maintain a high performance bar in Amazon
· Positive communicator who understands when necessary how communicate assertively
· Knows and communicates the Amazon mission, vision and strategy
· Ability to confidently facilitate team discussions and communicate business messages
· Maintains a high level of professionalism and approachability.
· Translates vision and provides direction to achieve leader´s and team performance goals.
· Knows the change management basics and guides teams to effective change implementations
Operational Delivery
· Understands and owns the controllable elements of service level delivery
· Ability to use data and insights to prepare metric reviews
· Creates operational plans to support peak ramp up and down as well as readiness for business, product and feature launches
· Acts as the operational representative for business teams to understand voice of the customer or partner in key process or policy changes
· Continuous Improvement - Leads and participates in Kaizen or process improvement events to improve the customer and associate experience
· Uses data to identify areas of ongoing improvement in how service is delivered. Proven skills in data manipulation and analysis
· Takes action on issues escalated from within the team, works with the rest of the business to bring issues to resolution.
· Ability to handle complex and ambiguous scenarios
· Ability to organize, prioritize and schedule work assignments
· Ability to make administrative and procedural decisions
· Proven ability to manage reporting and analysis
Project Management
· Identifying customer-impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.
· Assist in developing and implementing training programs to improve the quality and productivity of the team.
· Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.
· Development, analysis and improvement of new strategies and procedures. The GM will have the ability to develop, plan, and implement short- and long-term goals.

This position is to cover an acting role as a GM.

Desired profile

BASIC QUALIFICATIONS

· Bachelor's degree in a related field.
· Minimum one year people management experience as a manager in Amazon or minimum two years people management experience, specifically leader of leaders in a similar role.
· Advanced level of Microsoft Package (especially Excel)
· Fluent English skills are required for this role
· Experience managing core business KPI's
· Technical affinity on troubleshooting
· Previous experience managing teams and developing Managers/Supervisors of any Amazon organization
· Knowledge of Tableau
· Experience in D2 department as a Team Manager