Delivery Station Customer Support Team Leader

4 weeks ago

Cranbrook, Canada Amazon Full time

Overview

At Amazon, our mission is to be the most customer-focused organization globally, and we are continuously enhancing our fulfillment and delivery processes. Our aim is to surpass customer expectations by innovating and providing exceptional support as we broaden our logistics offerings.

To elevate the customer experience, we are forming a dedicated team of delivery station customer service representatives who will conduct real-time investigations into package statuses and expedite delivery solutions. This initiative also grants customers access to local specialists who can offer the most precise and current information regarding their shipments and address any delivery challenges.

The Shipping & Delivery Support (SDS) division is seeking a Team Manager for Delivery Station Customer Support to spearhead this innovative customer service approach across the United States. In this capacity, you will oversee a team of 15-20 In-Station Customer Support Representatives, delivering localized service for Amazon customers utilizing Amazon Logistics Delivery Stations. Your associates will be distributed across various locations within your designated region.

Your responsibilities will encompass the overall performance and operational efficiency of your team at each site. This role necessitates collaboration with essential support functions, including Delivery Station Operations, Program Managers, Recruiting, and Human Resources, to analyze performance trends and identify opportunities for enhancement. A background in operational management and process optimization is advantageous, and you should be adept at making informed decisions amidst uncertainty. Fostering positive relationships with your team and collaborating across multiple departments will be crucial for success in this position.

This role requires the ability to commute to and work from one of Amazon's existing delivery stations and may involve regional travel as necessary.

Essential Qualifications

  1. A minimum of 1 year of experience managing 25 or more customer service representatives in a contact center or retail environment.
  2. At least 1 year of experience successfully implementing change management and transitioning programs into large-scale operations.
  3. Candidate must be based in Canada.

Preferred Qualifications

  1. A Bachelor's degree or equivalent experience.
  2. 2-3 years of leadership and personnel management experience.
  3. A proactive leader with a proven track record of driving, managing, and developing an operations team.
  4. Skills in project management and personnel management.
  5. Strong business acumen with the ability to articulate, communicate, and realize a vision.
  6. Demonstrated capability to resolve complex issues.
  7. Ability to consider diverse perspectives while utilizing data and anecdotes to inform decisions; conduct root cause analysis; contribute to both short- and long-term objectives; prioritize critical factors; and act decisively and confidently.

Amazon is dedicated to fostering a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status. If you require accommodations, please inform your recruiter.

Amazon is committed to creating a diverse and inclusive work environment. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, veteran status, disability, age, or other legally protected statuses. Individuals with disabilities who wish to request accommodations are encouraged to notify their recruiter.

The salary range for this position is between $51,500 and $86,100 per year, depending on various factors including job-related knowledge, skills, and experience. Amazon offers a comprehensive compensation package that may include equity, sign-on bonuses, and a full range of medical, financial, and other benefits. Candidates should apply through our internal or external career portal.

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