Ability to stay focused and keeps up with our continuous and fast-paced growth
- Demonstrate 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 take initiative without being asked to. Plans efficiently while avoiding analysis paralysis
- Strong communication skills as well as a strong technical and analytical 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 challenges of an extremely customer-focused and metrics driven 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
**Position Description**: Group Manager
REPORTEES Associates, Team Managers
REPORTING TO Operations Manager
If you have relentless desire to drive process improvement and motivate and lead a team of exceptionally driven, customer-obsessed associates and customer service managers, all while analyzing systemic issues and implementing solutions to challenging problems, we have the career you’re looking for!
Key job responsibilities
**People Management**:
- Lead and manage 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 Operations and Project Management
Graduate degree in a relevant field required. A Master’s Degree in Management is preferred
- Successful experience in Operations with demonstrated progressively increasing responsibility
- Advanced knowledge of Excel, strong presentation skills
- People management experience is necessary and the ability to motivate and inspire large groups
of people are a must
- Project Management experience