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SDS DSL Team Manager, Support client station de livraison/ Delivery Station Customer Support
3 months ago
At Amazon we're working to be the most Customer-centric company on earth and we are constantly improving how we fulfill and deliver customer orders. Our goal is to exceed expectations by continually striving to innovate and provide best in class customer support as we expand our logistics products and services. To improve the customer experience we are establishing a group of delivery station based customer service associates that enables real-time, hands-on investigation of where a package is and how Amazon can get it to a customer as quickly as possible. Additionally, it provides customer access to local experts who can provide them the most accurate and up-to-date information about their packages and how Amazon is resolving potential delivery issues affecting them.
Shipping & Delivery Support (SDS)is looking for a Delivery Station Customer Support Team Manager to help pioneer this new method of customer service across the US. In this role, you will be managing a team of (15-20) In-Station Customer Support Associate who provide local customer service for Amazon Customers serviced by Amazon Logistics Delivery Stations. Your team of associates will be based across multiple locations in your region. In the role you will be responsible for the overall performance and operational delivery of your team of associates at each location. This will require you to work with key support functions such as Delivery Station Operations, Program Managers, Recruiting, and Human Resources to review performance trends and opportunities and take continual action to improve the service level and quality of performance. Experience with operational management and process improvement is an asset and you should be comfortable with making decisions in the midst of ambiguity. Developing positive working relationships with your team and collaborating across multiple teams will be important for success in this role.
This individual must be able to commute to and work from one of Amazon’s existing CAN delivery stations and be willing to travel regionally as needed.
BASIC QUALIFICATIONS- 1 years of previous experience managing 25+ customer service associates in a customer service environment in contact centers and/or retail stores.
- 1+ years of previous experience implementing change management successfully transitioning programs into large scale operations.
- This individual must be located in Canada.
- A Bachelor’s degree or equivalent.
- 2-3 years of leadership and people management experience.
- Strong, self-driven leader with demonstrated ability to proactively drive, manage and grow an operations team.
- Project management and people management skills.
- Business sense and ability to create, communicate and achieve a vision.
- Proven ability to solve complex problems.
- Considers others perspectives while leveraging data and anecdotes to determine path forward; conduct root cause analysis; contributes to short- and long-term initiatives and goals; prioritize key factors; act decisively, promptly and confidently.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. If you would like to request an accommodation, please notify your Recruiter.
Amazon s’engage à créer un milieu de travail diversifié et inclusif. Amazon est un employeur qui offre à tous les mêmes opportunités et ne fait pas de discrimination fondée sur la race, l’origine nationale, le sexe, l’identité sexuelle, l’orientation sexuelle, le statut d’ancien combattant protégé, le handicap, l’âge ou autres statuts protégés par la loi. Les personnes handicapées qui souhaitent présenter une demande d’accommodement, sont invitées à aviser leur recruteur.
The base salary for this position ranges from $51,500/year up to $86,100/year. Salary is based on a number of factors and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. Applicants should apply via our internal or external career site.
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