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Customer Support Operations Leader

2 months ago

Stockton, California, United States Amazon Full time

Job Overview:

Are you enthusiastic about guiding and nurturing a team of dedicated, customer-focused professionals? Do you enjoy tackling systemic challenges and crafting effective solutions? If so, we have an exciting opportunity for you. Amazon is seeking a Team Manager responsible for overseeing a group of approximately 20 associates.

The primary focus of this role is to ensure that team members are equipped to provide an exceptional customer experience.

A Team Manager establishes the vision and culture of their team by setting clear performance expectations and goals, concentrating on enhancing customer satisfaction, and identifying issues that affect customers while implementing innovative solutions.

The ideal candidate recognizes that supporting their team is the most crucial aspect of their role. They are approachable and engage with team members individually to understand how to effectively coach and inspire them, dedicating time to develop their skills and foster a sense of achievement in delivering outstanding service.

We welcome candidates who can work remotely or from our offices.

Key Responsibilities:
  • Effectively develop and lead a large team of customer service associates.
  • Engage team members in meaningful discussions.
  • Utilize effective coaching techniques to enhance team performance.
  • Support individual development plans for team members.
  • Exhibit proficient listening and communication skills.
  • Communicate positively and sensitively, even during challenging conversations.
  • Facilitate team discussions and convey business messages confidently.
  • Demonstrate professionalism and approachability.
  • Manage time effectively and maintain organizational skills.
  • Complete tasks punctually and to a high standard.
  • Address issues and opportunities identified in team discussions or improvement initiatives.
  • Help associates understand performance expectations and support them in achieving their goals.
  • Develop and meet performance objectives aligned with organizational goals.
  • Encourage team engagement and participation.
Basic Qualifications:
  • Flexibility to work various shifts, including weekends and holidays.
  • Previous management experience in a customer service setting with direct reports.
  • Proven experience in fostering a culture of continuous improvement.
Preferred Qualifications:
  • Comfortable working in diverse teams and contributing to an inclusive culture.
  • Skilled in process improvement and proactive in developing a high-performing operations team.

Amazon is an equal opportunity employer. We are committed to building a diverse workforce and making hiring decisions based on experience and skills. We value your passion for innovation and improvement. Protecting your privacy and data security is a top priority for us. For more information on how we handle personal data, please refer to our Privacy Notice.

Amazon is dedicated to creating a diverse and inclusive workplace.