Basic qualifications
- Ability to stay focused and keeps up with our continuous and fast-paced growth
- Proven ability to be a strong team player, behaves like an owner, and ultimately focused on delivering results with high standards
- Ability to demonstrate consistent effort, intense commitment, and willingness to go above and beyond when needed
- Ability to identify problems and proactively take initiatives to solve them
- Excellent communication skills as well as a strong technical and logical aptitude are required
- Must be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving with an unrelenting passion for excellent customer service
- Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the requirements of our extremely customer-focused environment
- Ability to be a cost owner and drive cost effective measures in the department and across the organization
- Ability to manage and drive process related automation with technical team where needed
Job summary
Concession Abuse Prevention (CAP) works to identify and eliminate concession abuse while preserving customer trust. If you are passionate about driving process improvement and motivating and spearheading a team of focused, customer-obsessed associates, all while identifying systemic issues and implementing solutions to exciting problems, we have the career you're looking for.
Key job responsibilities
**Key responsibilities include**:
**People Management**:
- Spearhead a team of 3-8 Customer Service Managers and 90-150 Customer Service Associates; responsible for the overall direction and performance of the teams
- Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets
- Carry out supervisory responsibilities in accordance with Amazon's policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
- Manage the career growth and development of the Customer Support team by driving focus on Amazon's Leadership Principles
- Responsible for Training employees; planning, assigning, and directing work; rewarding and disciplining employees; resolving conflicts; staffing; and development of employees, Standard Operating Procedures, high quality and productivity within the department
- Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments
Preferred qualifications
- Ability to stay focused and keeps up with our continuous and fast-paced growth
- Proven ability to be a strong team player, behaves like an owner, and ultimately focused on delivering results with high standards
- Ability to demonstrate consistent effort, intense commitment, and willingness to go above and beyond when needed
- Ability to identify problems and proactively take initiatives to solve them
- Excellent communication skills as well as a strong technical and logical aptitude are required
- Must be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving with an unrelenting passion for excellent customer service
- Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the requirements of our extremely customer-focused environment
- Ability to be a cost owner and drive cost effective measures in the department and across the organization
- Ability to manage and drive process related automation with technical team where needed