Enterprise Cs Manager

MBA or Graduate with 10+ years’ experience; 8+ years relevant experience managing 30-50 customer service associates Direct experience in Contact Center Operations (Customer Service, Sales, or Collections) Strong oral (speaking, listening, interpretation) and written communication skills. Able to work in an ambiguous, internet-speed environment. Absolute passion for ensuring a great customer experience with every case/contact. Strong technical analysis skills; you are someone who wants to dive into the numbers and seek to understand Job summary Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon’s cloud product line, referred as Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. Leading and developing a team of 40 to 50 associates; responsible for the overall direction, coordination and evaluation of the team. Identifying and eliminating barriers to accuracy, productivity, and quality. Carrying out supervisory responsibilities in accordance with Amazon standard policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution. Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken. Owning and driving performance metrics with the team, to include the use of a Quality Assurance program to "Move the needle" **Project Management**: Solving complex customer service issues and proactively heading off negative service trends. Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures Development, analysis and improvement of new strategies and procedures. The CS Manager will have the ability to develop, plan, and implement short - and long-range goals Developing and achieving performance goals and objectives in order to achieve customer promise expectations **Voice of the Customer**: Summarizing and providing critical analysis to top 3 customer issues to be improved on a quarterly review cycles About the team About Us Inclusive Team Culture Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust. Work/Life Balance Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives. Mentorship & Career Growth Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future. - Knowledge of Six Sigma/Lean Processes - Project Management certification - Strong experience in bringing out the best performance of your reports - Strong experience in creating career development plans for reports, and guiding their progression to success - Experience in being a mentor - Exceptional skills in data reporting, analysis and insights - Demonstrated history delivering results in cross functional environments - ability to drive organizational change using sound reasoning backed up by relevant data in a well prepared business briefing