Team Manager Cxqo

Basic Qualifications
- A Bachelor’s Degree from an accredited university or equivalent experience.

Job summary
Amazon Physical Stores is more start-up than big-company, a group of entrepreneurial, perceptive, and creative leaders with innovation at our core. We’re pushing the state of the art in helping customers shop in engaging, fast, and safe ways. To date we’ve created stores that let you use an app to enter, take what you want from our fresh selection, and go (Amazon Go); a smart shopping cart that uses computer vision algorithms and sensor fusion to let you skip the checkout line (Amazon Dash Cart); and contactless services that let you pay, enter or identify yourself (Amazon One). Note: The specific team is internal and tech focused to deliver scalable solutions.

We are looking for Team Manager (TM) who is passionate, data driven, self-motivated and can influence stakeholders and business teams. The individual will be responsible for coaching, building, and leading high performing teams resulting in a world class customer experience. They will lead their teams using Amazon leadership principles, CXQO vision, Tenets, and provide direction to achieve individual and team performance goals. They create a working environment in which employees are treated with dignity, respect, and fairness, resulting in an engaged and motivated workforce.

The TM will spend 80% of their time focused on the objectives outlined in the description (a majority of this time should be spent on coaching and engaging with the team) and 20% spent on 1) any additional business objectives outlined by their specific operational unit and on 2) personal development activities in agreement with their Group Manager.

Key job responsibilities
1. Coaching
Use coaching to support their teams to achieve business or organizational results related to quality, productivity, compliance, and development.
- Work closely with Training and Quality team to identify areas for coaching to assist associates improve their performance.
- Educate associates to maintain strict confidentiality and follow all applicable Amazon policies for securing confidential information.

2. People Management
- Direct manage up to 25 associates.
- Enable a self-driven, customer-focused and innovative team.
- Create a culture of continuous process improvement.
- Remove roadblocks for the team by guiding them on what issues should be escalated to support teams and what they can solve on their own.

3. Develop Talent
- Participate in talent development by identifying, supporting, and mentoring associates.
- Encourage career progression by working with each associate in understanding their career interest and aspirations.

4. Key Performance Indicators (KPI)
- Achieve/exceed or significantly improve specific metrics as outlined by operations.
- Drive continuous improvement in primary KPIs for your team by supporting the continuous improvement cycle.
- Dive deep into the data and involve into analysis and inferences.

5. Performance Management
- Perform regular 1:1's with each of your associates; promptly addressing any performance, conduct, or attendance concerns
- Review key business metrics throughout the day; proactively escalate systemic issues and/or implement corrective action plans when required.
- Manage individual associate performance (quality, productivity, compliance, and Amazon behavior expectations).
- Leverage disciplinary processes to manage team performance accordingly, which may require partnership with HR.
- Manage individual performance KPIs as defined by leadership.
- Present team performance in monthly and weekly forums including action plan, where required.

6. Engagement
- Create a positive team environment by promoting and championing teamwork and Amazon’s Leadership Principles.
- Advocate for individual engagement (i.e., wellbeing, work/life balance, recognition of contribution, effective communication, etc.).
- Celebrate associate and team successes on a regular basis.
- 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

Preferred Qualification
- 1+ year’s people management experience preferably in support or fulfillment operations
- Be willing and able to work flexible schedules and shifts (including night shifts). Ability to travel occasionally, including overnight trips.
- Highly analytical and comfortable with complex analysis. Able to quickly distill complex operating models and identify where the value and opportunity is.
- Keen eye for numbers and should excel at running operations of an ops team efficiently. Technical issues shouldn’t faze you.
- Strong advocate of customer experience by challenging status quo and pursues opportunities for reducing customer effort.
- Ability to thrive in an ambiguous and fast-paced work environment.
- Self-driven leader with demonstrated