We are seeking a Customer Service Manager for a new project that is fundamental to Amazon's future. This is a career defining opportunity to shape the future and define new standards of excellence for customer service. You will be responsible for the customer journey. The scope of the project is set to scale rapidly for the next few years post launch.

As an ideal candidate, you will have extensive experience managing teams in ambiguous environments. Your team will create and present business demos about complex products to customers. You will be passionate about the use of technology to deliver bar raising customer experiences. You'll engage with product teams and stakeholders to deliver customer outcomes. You will proactively help customers avoid potential issues. Dive deep to understand the underlying issues to help a customer resolve problems.

A Customer Service Manager (CS Manager) sets the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, maintaining singular focus on ensuring and improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolutions. The CS Manager will directly manage employees responsible for all aspects of the support product. Additional responsibilities on top of day-to-day people management duties include product management responsibilities for the Ops Customer Service business. Our managers are business owners and are a part of an exciting, fast-paced team that is constantly evolving to meet the needs of the future!

Overall responsibilities include:
People Management:
- Leading and developing a team of 4 to 6 front line managers; responsible for the overall direction, coordination and evaluation of the team.
- Identifying and eliminating barriers to accuracy, productivity, and quality.
- Carrying out supervisory responsibilities in accordance with business policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
- Communicating policies and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
- Owning and driving performance metrics with the team, to include the use of a Quality Assurance program to "Move the needle"
Project Management:
- Solving complex customer service issues and proactively heading off negative service trends.
- Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
- Development, analysis and improvement of new strategies and procedures. The CS Manager will have the ability to develop, plan, and implement short- and long-range goals.
- Developing and achieving performance goals and objectives in order to achieve customer promise expectations.
- Voice of the Customer: Summarizing and providing critical analysis to top 3 customer issues to be improved on a quarterly review cycles

BASIC QUALIFICATIONS

• Proven 3 + years Managerial (Manager of Manager) experience in Product / Customer / Tech Support Organizations.
• Graduate from any reputable institute.

PREFERRED QUALIFICATIONS

• BA/BS degree in Business Administration, Engineering or related fields.
• Demonstrated history delivering results in cross functional environments.
• Knowledge of Six Sigma/Lean Processes
• Project Management Experience.
• Exceptional skills in data manipulation and analysis.
• Ability to drive organizational change using sound reasoning backed up by relevant data in a well prepared business briefing.
• Ability to be flexible in shift assignments and work areas.
• Proven ability to work in an ambiguous, internet-speed environment.
• Absolute passion for ensuring a great customer experience with every contact.
• Strong verbal (speaking, listening, interpretation) and written communication skills.

Amazon is an equal opportunity employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief.