Amazon's mission is to be earth's most customer-centric company--and the Social Media Customer Service Team is at the forefront of that mission.
Summary of Responsibilities
Are you passionate about Customers? Are you excited about the emerging landscape of Social Media? Are you good at 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 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 within the platforms and networks of Social Media.
The Group Manager role will require you to oversee the operational delivery and overall performance of the teams you lead and support the development of the Team Managers that report to you. 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.
In addition, this role will lead the Social Media Customer Service team for Social Media. You will have Team Managers across the US and be on a global Social Media team around the world! A strong candidate will love PR, Marketing and be ready for the fast paced world of engaging our customers on Social Media.
Ideal candidate profile
· Bachelor's degree OR two years leadership experience at Amazon
· Minimum 2 years' experience in leading managers and large teams