Team Manager, Cxqo
1 settimana fa
2+ years of people management experience preferably in support or fulfillment operations
- A Bachelor’s Degree from an accredited university
- Job summary
We are looking for a Team Manager to come join our team. In this role, you will be a member of a team supporting Amazon Go CX Quality initiatives in a virtual environment. Please note: this team is not customer-facing.
Experience managing L3 Associates is required. You should be comfortable exercising judgement and making decisions in an ambiguous environment. Developing positive working relationships and utilizing strong influencing skills across multiple stakeholders will be key to success in the role.
You will need a keen eye for numbers and should excel at running operations of an ops team efficiently. Technical issues shouldn’t faze you. You must be comfortable operating all of the systems, tools and devices used on your team. You will remove roadblocks for your team by guiding them on what issues should be escalated to support teams and what they can solve on their own. You have a demonstrated history of thinking on your feet and identifying efficient short-term fixes while looking into a longer term solution.
You lead by example and are a role model when it comes to insisting on the highest standards and maintaining an atmosphere of respect for customers. No task is beneath you. You fully live the Amazon Leadership Principles and are passionate about helping your team do the same. You have a high bar for quality and hold your team to the same standards.
Key job responsibilities
- Manage local support quality operations. Includes:
- Directly manage up to 25 associates who will be working from home
- Perform regular 1:1's with each of your associates; promptly addressing any performance, conduct, or attendance concerns.
- Partner with each of your associates to form development plans that help them discover and achieve their career goals.
- Operate as an authority and point of contact for emerging operational issues and associate concerns
- Daily coordination of department duties, allocating team resources to handle task load, leading meetings, assigning tasks, coordinating breaks and lunches, and communicating with internal and external partners.
- Drive continuous improvement in primary KPIs for your team by supporting the continuous improvement cycle
- Communicate and maintain vision, Leadership Principles and culture with the team
- Written and verbal communication up to operations level.
Preferred qualifications
- Passion for operations excellence and commitment to delighting customers.
- Self-driven leader with demonstrated ability to proactively drive and manage an operations team.
- Strong project management and people management skills.
- Interest in and experience with partnering closely with technology teams strongly preferred.
- Highly analytical and comfortable with complex analysis. Able to quickly distill complex operating models and identify where the value and opportunity is
- Ability to thrive in an ambiguous and fast-paced work environment.
- Be willing and able to work flexible schedules and shifts (including night shifts) - Ability to travel occasionally, including overnight trips.
- Internet connection with LAN with a running speed of 40 MBPS
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