1 year of experience managing a team of at least 15 employees
- Ability to maintain strict confidentiality regarding compensation, benefits and employee issues.
- Advanced working knowledge of MS Office (specifically MS Excel).
- Excellent verbal and written communication skills (English/Spanish proficiency).
- Scheduled flexibility is a must, either to work morning, night shifts and/or weekends.
Job summary
**Our overall mission is simple**: We want Amazon to be the place where our customers can find, discover and buy anything online.
Whatever our customers want, we will find the means to deliver it.
With your help, Amazon associates will deliver excellent service to our customers.
Amazon is looking for a Team Manager who will lead and support a team of 15 Technical Service Associates.
The number one priority for this role is to support the associates who will directly report to you.
In this role, you will be responsible for the coaching, development, performance and engagement of your associates.
The role focuses in supporting your team and removing any barriers that prevent them from demonstrating the Amazon CS Contact Tenets on every contact.
The ideal Team Manager understands that supporting their people is the most critical role they perform; to achieve this they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them and invests time in developing their people to become legends!
They build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering excellent service.
You will be responsible for using quantitative and qualitative data to identify opportunities to coach your direct reports and celebrate their success.
As a single threaded leader, you will take care of all elements of your associates satisfaction and engagement at work, including communication and management of their schedule, ownership of their payroll and taking action on issues arising in your team Gemba.
As a leader you will be an expert in articulating the Amazon mission and deeply understand the expectations of the Amazon CS Contact Tenets; you will ensure your team understands the important role they play in the Amazon culture.
Key job responsibilities
Leadership
- Experience coaching or leading people
- Understanding of effective coaching techniques
- Ability to create and continually support people through individual development plans
- 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
Delivering Service
- Ability to review contacts to identify WOW moments and opportunities to support associates with coaching
Deliver Results
- Strong time management and organizational skills
- Completes tasks on time to a high quality standard
- Takes action on issues and opportunities raised in team Gemba
- Drives team engagement and actions through Connections results and insights
- Lead Engagement Activities for the Organization.
- Lead Rewards and Recognition Programs.
- Project Management Certification.
- Lead Process improvements for the organization