Amazon.com CSNA Group Mgr VCS in Costa Rica

Amazon is looking for Group Manager for VCS who will have responsibility for up to 90 associates and direct line management of 4-6 Team Managers.

The number one priority for this role is to ensure that associates are supported to deliver a world class experience. The role will require you to be a gatekeeper to ensure your Team Manager priorities remain exclusively focused on supporting their associates and ensuring defects do not get sent down the line to associates. To enable Team Managers to exclusively focus on supporting their people, your role will be to oversee the operational delivery of the teams in your remit.

The ideal Group Manager ensures that Team Manager priorities and tasks are aligned to supporting associates apply the Amazon CS Contact Tenets. To achieve this, an ideal Group Manager coaches and supports their Team Managers to build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class service.

You will be responsible for the overall performance and operational delivery of your teams, this will require you to work with key support functions such as Capacity Planning and Quality Assurance to review performance trends and opportunities and take continual action to improve the service level and quality of performance. You will be an escalation point for your Team Manager and their people to take action on issues or barriers impacting the customer experience and will lead Kaizen events to solve people or customer issues. You will represent your team in the wider business, being accountable for creating the input, actions and representation of team performance in standard meeting routines such as metric calls. You will also be a key partner for business teams when operational points of contact to co-ordinate launches, messaging or reviews are required.

Skill Requirements:

Leadership:

  • Experience directly leading a team(s) of people

  • Experience interviewing and selecting people who will maintain a high performance bar in Amazon

  • As a leader of leaders understands how to nurture and develop leadership skills

  • Strong listening skills

  • Positive communicator who understands when necessary how to have tough conversations

  • Knows and communicates the Amazon mission, vision and strategy

  • Ability to confidently facilitate team discussions and communicate business messages

· Maintains a high level of professionalism and approachability.

Operational Delivery

  • Understands and owns the controllable elements of service level delivery

  • Ability to use data and insights to prepare metric reviews

  • Creates operational plans to support peak ramp up and down aswell as readiness for business launches

  • Acts as the operational representative for business teams to understand voice of the customer or partner in key process or policy changes

  • Builds plans to test and experiment new approaches to service delivery

Continuous Improvement - Leads and participates in Kaizen events to improve the customer and associate experience

  • Uses data to identify areas of ongoing improvement in how service is delivered

  • Takes action on issues escalated from within the team, works with the rest of the business to bring issues to resolution.

· Bachelor’s degree

· Advance level of Microsoft Package (especially Excel)

· Fluent English skills are required for this role

· Demonstrated ability to build, develop, direct, and manage a group of 20+ direct reports

· Experience managing core business KPI’s

· Advanced computer skills using a variety of programs

· Knowledge of Six Sigma/Lean Processes

· Project Management experience

· Experience in Contact Center Operations (Customer Service, Sales, or Collections)

AMZR Req ID: 536910

External Company URL: www.amazon.com