Customer Service Manager, AWS Customer Service at Amazon Web Services

Job Description

A Customer Service Manager (CS Manager) sets the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, maintaining singular focus on ensuring and improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolutions.

**This role is supporting cloud computing customers, so the individual will have to demonstrate a technology affinity to be successful.**

Overall Responsibilities Include

• People Management
• Leading and developing a team of 20 to 25 associates; responsible for the overall direction, coordination and evaluation of the team.
• Identifying and eliminating barriers to accuracy, productivity, and quality.
• Carrying out supervisory responsibilities in accordance with AWS (Amazon Web Services™) 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.
• Owning and driving performance metrics with the team, to include the use of a Quality Assurance program to "Move the needle"
• Project Management
• Solving complex customer service issues and proactively heading off negative service trends.
• Understanding and correctly 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-range goals
• Developing and achieving performance goals and objectives in order to achieve customer promise expectations
• Voice of the Customer: Summarizing and providing critical analysis to top 3 customer issues to be improved on a quarterly review cycles

Basic Qualifications

• 4+ years relevant experience managing 20 to 25 customer service associates
• Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)
• Strong oral (speaking, listening, interpretation) and written communication skills.
• Ability to be flexible in shift assignments and work areas.
• Able to work in an ambiguous, internet-speed environment.
• Absolute passion for ensuring a great customer experience with every contact.
• Strong technical analysis skills; you are someone who wants to dive into the numbers and seek to understand

Preferred Qualifications

• BA/BS degree or higher
• Knowledge of Six Sigma/Lean Processes
• Project Management certification
• Strong experience in bringing out the best performance of your reports
• Strong experience in creating career development plans for reports, and guiding their progression to success
• Experience in being a mentor
• Exceptional skills in data manipulation and analysis
• Demonstrated history delivering results in cross functional environments - ability to drive organizational change using sound reasoning backed up by relevant data in a well prepared business briefing