Customer Support Group Manager
SummaryThe first priority for a Group Manager is to ensure that associates are supported to deliver a world-class experience.
The role will require you to oversee the operational delivery of the teams you lead, and to ensure your Team Managers' priorities remain focused on supporting their associates.
This role will require someone who can engage and motivate a team in a fast-paced customer service environment.
The Kindle Direct Publishing Group Manager will be responsible for the overall performance and delivery of its teams.
This will require him/her to work with key support functions such as Capacity Planning, Training, Process Standardization & Improvement, and Quality to review trends and opportunities and take continual action to improve the service level and quality of performance.
The Group Manager will be an escalation point for the Team Managers and other direct reports to take action on issues or barriers impacting the customer experience and will lead continuous improvement initiatives to solve people or customer issues.
He/she will represent his/her team in the wider business, being accountable for creating the input, actions and representation of team performance in standard meeting routines such as weekly or monthly business reviews, workflow calls, etc.
In addition to leading their own site-level or Operational projects to drive improvements, the Group Manager will also be a key partner for business teams when operational points of contact to co-ordinate launches, messaging or reviews are required.
Responsibilities Leads a team of Customer Service Agents with direct line management of Team Managers and Team Advisors.
Regularly coaches and supports the team to build a work environment where associates are engaged and feel a positive sense of achievement about their role.
Understands and owns the controllable elements of service level delivery, productivity, staffing, and quality KPIs.
Represents the team's performance in business reviews.
Uses data effectively to understand the businesses, drive improvements, and deliver coaching where required.
Experience interviewing and selecting people who will maintain a high performance bar in Amazon.
Promotes, plans, performs and implements process improvements to drive an excellent customer and associate experience.
Leads and attends site GEMBA walks.
Performs roundtables with agents to deep dive team issues, hear feedback, discuss connections scores, etc.
to stay connected to agents.
Ability to communicate effectively to all functions and leadership levels.
Acts as the operational representative for business teams to understand voice of the customer.
Partners with business teams to serve as a point-of-contact for coordinating launches, communicating or attending reviews are required.
Assumes the majority of the network and project responsibility for the site so that Team Managers or agents remain focused on driving team performance and employee engagement.
All other duties and special projects as assigned.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
The role will require you to oversee the operational delivery of the teams you lead, and to ensure your Team Managers' priorities remain focused on supporting their associates.
This role will require someone who can engage and motivate a team in a fast-paced customer service environment.
The Kindle Direct Publishing Group Manager will be responsible for the overall performance and delivery of its teams.
This will require him/her to work with key support functions such as Capacity Planning, Training, Process Standardization & Improvement, and Quality to review trends and opportunities and take continual action to improve the service level and quality of performance.
The Group Manager will be an escalation point for the Team Managers and other direct reports to take action on issues or barriers impacting the customer experience and will lead continuous improvement initiatives to solve people or customer issues.
He/she will represent his/her team in the wider business, being accountable for creating the input, actions and representation of team performance in standard meeting routines such as weekly or monthly business reviews, workflow calls, etc.
In addition to leading their own site-level or Operational projects to drive improvements, the Group Manager will also be a key partner for business teams when operational points of contact to co-ordinate launches, messaging or reviews are required.
Responsibilities Leads a team of Customer Service Agents with direct line management of Team Managers and Team Advisors.
Regularly coaches and supports the team to build a work environment where associates are engaged and feel a positive sense of achievement about their role.
Understands and owns the controllable elements of service level delivery, productivity, staffing, and quality KPIs.
Represents the team's performance in business reviews.
Uses data effectively to understand the businesses, drive improvements, and deliver coaching where required.
Experience interviewing and selecting people who will maintain a high performance bar in Amazon.
Promotes, plans, performs and implements process improvements to drive an excellent customer and associate experience.
Leads and attends site GEMBA walks.
Performs roundtables with agents to deep dive team issues, hear feedback, discuss connections scores, etc.
to stay connected to agents.
Ability to communicate effectively to all functions and leadership levels.
Acts as the operational representative for business teams to understand voice of the customer.
Partners with business teams to serve as a point-of-contact for coordinating launches, communicating or attending reviews are required.
Assumes the majority of the network and project responsibility for the site so that Team Managers or agents remain focused on driving team performance and employee engagement.
All other duties and special projects as assigned.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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