D2AS Team Manager JP [A]

Job description

DESCRIPTION

Job Description
Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon associates will deliver world class service to our customers.

Amazon is looking for a Japanese-fluent Team Manager who will lead and support a team of 15-20 bilingual Customer Service Associates who provide technical support for the Virtual Technical Support (VTS) site. Your team will provide English and Japanese support to customers. The Amazon Team Manager will have to work remotely and must be available to work any schedule based on business needs (weekends and night hours required).

The number one priority for this role is to support the associates who will directly report to you. In this role you will be responsible for the coaching, development, performance and engagement of your associates. The role expects your team to be your exclusive focus and you will be tasked with supporting your team and removing any barriers that prevent them from demonstrating the Amazon CS Contact Tenets on every contact.

You will be responsible for using quantitative and qualitative data to identify opportunities to coach your people and celebrate their success. As a single threaded leader for your people you will take care of all elements of your associates satisfaction and engagement at work, including communication and management of their scheduling, ownership of their payroll and taking action on issues arising in your team Gemba. You must demonstrate the ability to quickly digest a large amount of data to make the right business decisions and have experience in delivering positive and negative associate performance feedback. As a leader of customer facing associates, you will be expected to role model world class service by regularly handling customer contacts. As a leader you will be an expert in articulating the Amazon mission and deeply understand the expectations of the Amazon CS Contact Tenets; you will ensure your people understand the important role they play in living the Contact Tenets and how their role supports the Amazon flywheel.

Skill Requirements

Leadership
· Experience coaching, developing, or leading people
· Understanding of effective coaching techniques
· Ability to create and continually support employees through individual development plans
· Strong listening and analytical skills
· Positive communicator who understands when necessary how to have tough conversations along with communicating with different levels of leadership
· Knows and communicates the Amazon mission, vision, strategy, and leadership principles
· Ability to confidently facilitate team discussions and communicate business messages
· Maintains a high level of professionalism and approachability
· Ability to interview and demonstrate understanding of performance and leadership performance bar and effectively apply to hiring decisions for CSAs

Delivering Service
· Knows Amazon process and policies at an expert level
· Role model contact handling skills
· Ability to review contacts to identify WOW moments and opportunities to support associates with coaching

Deliver Results
· Strong time management and organizational skills
· Completes tasks on time to a high quality standard
· Takes action on issues and opportunities raised in team Gemba
· Helps employees understand the performance bar and supports them to reach it
· Drives team engagement and actions through Connections results and insights

Desired profile

BASIC QUALIFICATIONS

Basic Qualifications
· Bachelor's degree or 2 years Amazon experience
· Mastery of written and verbal language skills in English and Japanese
· Minimum two years' experience in customer service or minimum one year experience in another similar leadership role