Customer Service Team Manager - Shipping and Delivery Support

Amazon.com Services, Inc. - Winchester, KY3.6

Full-timeEstimated: $60,000 - $87,000 a year
EducationSkills
  • Completed Bachelor’s Degree OR 2 years of Amazon experience
  • Ability to work any shift including: overnight shifts, weekends shifts, and holiday shifts
  • 2-5 years people leadership experience with teams of 15-35 associates
Are you passionate about motivating a team of driven, customer-obsessed associates? 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!

A Team Manager sets the vision and culture of their team by setting individual and team performance expectations/goals, maintaining focus on improving customer satisfaction, and identifying customer impacting issues and implementing dynamic solutions.

People Management Responsibilities:
  • Leading and developing a team of associates; responsible for the overall performance management, coordination and evaluation of the team
  • Develop and achieve performance goals and objectives in line with the network wide vision and goals
  • Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training, planning and assigning work, reviewing employee performance, and conflict resolution
  • Mentoring to new managers and as well as employees with high growth potential
  • Developing and achieving performance goals for an individual and team
  • Communicating policies to associates as the primary information source for staff
  • Lead engagement activities for across your site
Business/Operations Management Responsibilities:
  • Management of SLAs (Service Level Agreements), quality, and customer experience
  • Troubleshoot issues relating to process affecting the SLAs compliance
  • Responsible for quality and productivity of assigned team
  • Identifying customer issues, building and implementing solutions to include process improvements
  • Drive process improvement and continuous improvement culture through ‘kaizen’ and lean projects
  • Identifying and eliminating barriers to accuracy, productivity, and quality
  • Contact Center Operations experience (Customer Service, Sales, or Collections)
  • MBA or Master’s Degree
  • Advanced computer skills using a variety of software including Microsoft Excel for reporting and analysis
  • Project management methodology knowledge
  • LEAN/Six Sigma methodology experience
  • Logistics experience in a Shipping or Delivery environment
Amazon.com is an Equal Opportunity Employer – Minority /
Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.