Group Manager

Job description

DESCRIPTION

Are you passionate about driving process improvement and motivating a team of driven, customer-obsessed associates and Team Managers? Do you love to analyze systemic issues and implement solutions to challenging problems? If you answered yes to both these questions, we have the career for you!

Amazon is looking for a Group Manager who will have responsibility for associates and direct line management of Team Managers. The number one priority for this role is to ensure that associates are supported to deliver a world class experience.

The Group Manager role will require you to oversee the operational delivery and overall performance of the teams you lead and ensure your Team Managers priorities remain focused on supporting their associates through priorities and tasks that align with the Amazon Contact Tenets. To achieve this, an ideal Group Manager coaches and supports their Team Managers to build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class service. This role will require you to work with key support functions such as Capacity Planning and Quality Assurance to review performance trends and opportunities, and take continual action to improve the service level and quality of associate performance. You will be an escalation point for your Team Managers and their associates to take action on issues or barriers impacting the customer experience, and will lead Kaizen events to solve people or customer issues. You will represent your team in the wider business, being accountable for creating the input, actions and representation of team performance in standard meeting routines such as metric calls. You will also be a key partner for business teams when operational points of contact to co-ordinate launches, messaging or reviews are required.

Successful candidates will demonstrate:

Leadership:
· Aptitude to lead and develop other leaders, including team managers, and lead a large team of customer service associates
· Experience interviewing and selecting associates and leaders who will maintain a high performance bar across Amazon
· Ability to facilitate group discussions with peers and associates
· Lead site level initiatives

Operational Delivery
· Ability to use data and insights to prepare monthly and quarterly business reviews
· Acts as the operational representative for business teams to understand voice of the customer or partner in key process or policy changes
· Develop and achieve performance goals and objectives in line with the network wide vision and goals
· Ensure compliance and consistency towards meeting business and project goals

Continuous Improvement
· Leads Kaizen events to improve the customer and associate experience
Uses data and analytics to identify areas of ongoing improvement

Desired profile

BASIC QUALIFICATIONS

Basic qualifications
· Bachelor's degree OR two years leadership experience in Amazon CS organization.
· Minimum 2 years' experience in leading managers and large teams