Description

At Amazon we're working to be the most Customer-centric company on earth and we are constantly improving how we fulfill and deliver customer orders. Our goal is to exceed expectations by continually striving to innovate and provide best in class customer support as we expand our logistics products and services. To improve the customer experience we are establishing a group of delivery station based customer service associates that enables real-time, hands-on investigation of where a package is and how Amazon can get it to a customer as quickly as possible. Additionally, it provides customer access to local experts who can provide them the most accurate and up-to-date information about their packages and how Amazon is resolving potential delivery issues affecting them.

Shipping & Delivery Support (SDS) is looking for a Delivery Station Customer Support Team Manager to help pioneer this new method of customer service across Mexico. In this role, you will be managing a team of (20-25) In-Station Customer Support Associates who provide local customer service for Amazon Customers serviced by Amazon Logistics Delivery Stations. Your team of associates will be based across multiple locations in your region. In the role you will be responsible for the overall performance and operational delivery of our In-Station Customer Support Associates across multiple Delivery Station locations in your region. This role will require you to work with key support functions such as Delivery Station Operations, Program Managers, Recruiting, and Human Resources to review performance trends and opportunities and take continual action to improve the service level and quality of performance. Experience with operational management and process improvement is an asset and you should be comfortable with making decisions in the midst of ambiguity. Developing positive working relationships with your team and collaborating across multiple teams will be important for success in this role.

This individual must be able to commute to and work from one of Amazon’s existing MX delivery stations and be willing to travel as needed (25% travel expected).

Key job responsibilities

Support a remote team and champion the following competencies:

• Team Engagement

• Process Improvement

• Performance Management

• Assist in DSL Project's/committee's

• Drive Team Performance

• Bridge gaps between performance & goals weekly

• Development of direct reports

• Build/maintain station relationships

• Deep Dive trends in data reporting

We are open to hiring candidates to work out of one of the following locations:

Virtual Location - MEX

Basic Qualifications

• Advanced English and Spanish language

• 1 year of previous experience managing 20+ customer service associates in a customer service environment in contact centers and/or retail stores

• Must be located in Mexico

• 1+ years of previous experience implementing change management successfully transitioning programs into large scale operations.

• Proven ability to solve complex problems

• Considers others perspectives while leveraging data and anecdotes to determine path forward; conduct root cause analysis; contributes to short- and long-term initiatives and goals; prioritize key factors; act decisively, promptly and confidently.

Preferred Qualifications

• A Bachelor’s degree or equivalent

• 2-3 years of leadership and people management experience

• Strong, self-driven leader with demonstrated ability to proactively drive, manage and grow an operations team.

• Project management and people management skills - Business sense and ability to create, communicate and achieve a vision

• Located in Mexico City