Group Manager – Delivery Station Customer Support

Job description

DESCRIPTION

Group Manager – Delivery Station Customer Support
At Amazon we're working to be the most Customer-centric company on earth and we are constantly improving how we fulfil and deliver customer orders. Our goal is to exceed expectations by continually striving to innovate and provide best in class customer support as we expand our logistics products and services. To improve the customer experience we are establishing a group of delivery station based customer service associates that enables real-time, hands-on investigation of where a package is and how Amazon can get it to a customer as quickly as possible. Additionally, it provides customer access to local experts who can provide them the most accurate and up-to-date information about their packages and how Amazon is resolving potential delivery issues affecting them.
Shipping & Delivery Support (SDS) is looking for a Delivery Station Customer Support Group Manager to help pioneer this new method of customer service across the US. Experience with operational management and process improvement is key and you should be comfortable with making critical business decisions in the midst of ambiguity, whilst also using data to identify and prioritize opportunities. Developing positive working relationships and utilizing strong influencing skills across multiple stakeholders will be key to success in the role. In this role you will be managing a team of (4-6) In-Station Customer Support Team Managers who lead our In-Station Customer Support Associates across multiple locations within your region. In the role you will be responsible for the overall performance and operational delivery of your teams at each location. This will require you to work with key support functions such as Delivery Station Operations, Program Managers, Recruiting and Human Resources to review performance trends and identify opportunities to improve quality and service levels.

Amazon is an Equal Opportunity-Affirmative Action Employer - Female/Minority/Disability/Veteran/Gender Identity/Sexual Orientation

Desired profile

BASIC QUALIFICATIONS

· Bachelor's degree and two years of experience managing managers OR two years of experience managing managers in Amazon CS or AMZL.
· Able to travel, both domestically and internationally, as required by business (~30% of time).
· Demonstrated experience developing an Operational Plan and gaining the buy-in from direct reports and external stakeholders.
· Experience managing a remote team.
· Flexible to support a 24/7/365 operating environment and a fair rotating shift.
Data manipulation and analysis skills in Tableau and Excel.