Pubblicato il 19 giugno
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Description The Delivery Station Liaison (DSL) team advocates for customers from within the heart of Amazon’s Delivery Stations. The team provides support to customers who have experienced a failed delivery and require an urgent reattempt, and reduces Customer effort by proactively addressing delivery issues before the customer is even aware of a problem. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations and goals, maintaining a focus on improving customer satisfaction, and identifying customer‑impacting issues and working with stakeholders to implement solutions. Key job responsibilities
Remotely lead a team of 15‑30 DSL agents. Travel to Delivery Stations depending on the business needs (a minimum of three visits per month) to visit teams and build relationships. Analyse performance metrics and drive performance improvements. Represent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery to customers. Join Weekly Business Review calls with Group and Operations Managers to report on performance and share action plans where required. Coach agents to continuously improve performance. Audit customer contacts and take part in calibration sessions to ensure we maintain a high bar for customer interactions. Engage with stakeholders from Amazon Logistics through reporting and regular calls. Join regular process improvement calls with DSL agents and peers. Drive DSL agent engagement.
Basic Qualifications
Educated to Bachelor’s Degree level with leadership and people‑management experience. Demonstrable experience in analysing metrics and developing action plans based on outcomes. Proven ability to make and implement decisions. Experience demonstrating leadership and people‑management in customer service or customer‑facing roles. Work a flexible schedule including weekends, nights, and holidays. Ability to self‑learn in a fast‑paced environment. Adaptability toward change. Prior usage of Microsoft Office, including Excel with pivot tables and look‑ups. Fluent in English.
Preferred Qualifications
Experience leading teams remotely and in a customer‑facing environment. Strong interest in hiring and developing people in their respective roles.
Amazon is an equal‑opportunities 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. #J-18808-Ljbffr
