About Amazon.
com
Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually
anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and
convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon's
evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation
that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and
develop technology that improves the lives of shoppers and sellers around the world.
About the Role: Customer Service Manager
Operations
Amazon Operations primarily consist of Inventory planning & supply chain, warehouse management,
transportation, 3P seller order fulfillment, customer returns & customer service. The tasks handled by operations
have a direct impact on customer experience with Amazon.com.
A Customer Service Manager (CS Manager) in our Hyderabad Development Center sets the vision, direction, and
culture of their teams by managing individual and team performance expectations and goals, maintaining singular
focus on ensuring and improving customer satisfaction , by identifying broader customer impacting issues and
implementing solutions to drive quality and productivity, while achieving real time desired service levels
The work done by the Customer Service Manager would focus on one or more of the below areas:
Project Management:
Identifying customer impacting issues, working out and implementing solutions and process
improvements to increase customer satisfaction rate.
Assist in developing and implementing training programs to improve the quality and productivity of the
team.
Drive process improvements to enhance the operational efficiency of the site. Understanding and
effectively 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-term goals.
Developing and achieving performance goals and objectives in line with the network wide vision and
goals.
People Management:
Leading and developing a team of 25-40 associates; responsible for the overall direction, performance
management, coordination and evaluation of the team.
Actively participate in and drive the continuous improvement culture through ‘kaizen’ and lean projects.
Identifying and eliminating barriers to accuracy, productivity, and quality.
Carrying out supervisory responsibilities in accordance with Amazon.com’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.
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.
Basic Qualification and Skills Required
An understanding of and passion for e-commerce
Work experience is preferred (12 – 30 Months)
Possess strong communication and leadership skills
Ability to be flexible in shift assignments
Absolute passion for ensuring a great customer experience with every contact
Able to work in an ambiguous, dynamic & ‘internet-speed’ environment with tight deadlines
Have an absolute passion for ensuring a great customer experience
Possess exceptional skills in data manipulation and analysis
Outstanding attention to detail; Exceptional problem solving & analytical skills
Be a self-starter
Attention to detail and proven ability to manage multiple, competing priorities simultaneously
Experience in business process improvement, Lean/Six Sigma a strong plus
Amazon is an Equal Opportunity Employer.
