2024 Manager Team, Customer Service
Internship
ABOUT AMAZON
We’re on the lookout for the curious, those who think big and want to define the world of
tomorrow. At Amazon, you will grow into the high impact, visionary person you know you’re
ready to be. Every day will be filled with exciting new challenges, developing new skills, and
achieving personal growth. How often can you say that your work changes the world? At
Amazon, you’ll say it often. Join us and define tomorrow.
OVERVIEW OF THE ROLE
If you are passionate about driving process improvement and motivating and leading a team
of driven, customer-obsessed associates, all while analyzing systemic issues and implementing
solutions to challenging problems, we have the career you’re looking for!
A Team Manager sets the vision and culture of their teams by handling 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.
Position Description: Team Manager – Shipping and Delivery Support
Reportees: Associates
Reporting to: Group Manager – Customer Service
ROLES AND RESPONSIBILITIES
a) People Management:
Leading and developing a team of 20-30 associates; responsible for the overall
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’s policies and
procedures; additional responsibilities include interviewing, training and motivating
employees; planning and assigning work; rewarding and reviewing employee
performance; and effective conflict resolution.
Mentoring and act as a resource to new managers and expedite their learning curve also
devise action plan to develop and groom associates into future CS Managers
Leading Site Level initiatives, primary owner of functional responsibilities that impact
overall site like Performance Related Pay, transportation etc. and may require interface
with other sites in network
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.
Develop and Achieve performance goals and objectives in line with the network wide vision
and goals
b) Business/Operations 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.
Amazon is an Equal Opportunity Employer
Drive process improvements to enhance the operational efficiency of the site.
Understanding and effectively utilizing resources provided by internal systems,
departments, policies, and procedures.
Developing and achieving performance goals and objectives in line with the network wide
vision and goals.
Amazon is an Equal Opportunity Employer
Focus on management of SLA, quality and customer experience
Trouble shooter in case of issues relating to process affecting the SLAs
KNOWLEDGE AND SKILLS REQUIRED
Demonstrated ability to build, develop and handle a group of people
Ability to support Business and provide solutions to customer pain points
Ability to handle complex and ambiguous scenarios
Ability to organize, prioritize and schedule work assignments
Ability to make administrative and procedural decisions
Demonstrated ability to handle reporting and analysis
Demonstrated passion for delivering a positive customer experience, and maintain
composure in difficult situations
Ability to effectively and efficiently complete difficult goals or assignments
Can adapt well to changing circumstances and strategy
Strong interpersonal and communication skills
Confident in using Microsoft Package (especially Excel)
Fluent English skills are required for this role
Experience in Contact Center Operations (Customer Service, Sales, or Collections)
Strong in data manipulation and analysis
Preferred Project Management & knowledge of Six Sigma/Lean Processes
BASIC QUALIFICATIONS
Bachelor’s degree, MBA or equivalent degree from a premier institute
A current student graduating in 2025
0-4 years prior work experience required
PREFERRED QUALIFICATIONS
Prior experience in customer service background would be an added advantage
Advanced computer skills using a variety of programs highly desired
24/7/365 availability, including willingness to work on weekends, and outside of the
"standard" work day
Willingness to work for any sub-process within SDS teams
MODE OF JOINING
In-person
Amazon is an Equal Opportunity Employer
