Customer Experience Leadership Role
2 weeks ago
Amazon is seeking an exceptional leader to fill the role of Team Manager. This individual will be responsible for driving process improvement and motivating a team of customer-obsessed associates.
About the JobThis leadership position involves setting the vision and culture of the team, handling individual and team performance expectations and goals, maintaining a singular focus on ensuring and improving customer satisfaction and customer experience.
- Developing and managing a high-performing team of 20 associates by providing guidance, support, and feedback.
- Participating in and driving the continuous improvement culture through 'kaizen' and lean projects to identify and eliminate barriers to accuracy, productivity, and quality.
- Performing supervisory responsibilities in accordance with Amazon's policies and procedures, including interviewing, training, and motivating employees, planning and assigning work, rewarding and reviewing employee performance, and effective conflict resolution.
- Mentoring and acting as a resource to new managers to accelerate their learning curve and devising action plans to develop and groom associates into future CS Team Managers.
To be successful in this role, you should possess:
- A minimum of 5-7 years of overall experience and 3-4 years of supervisory exposure in managing a team size of 25-30 associates.
- Demonstrated ability to build, develop, and handle a group of people.
- Ability to support business and provide solutions to customer pain points.
- Ability to handle complex and ambiguous scenarios.
- Strong interpersonal and communication skills.
- Fluent English skills are required for this role.
- Experience in Contact Center Operations (Customer Service, Sales, or Collections).
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