AWS Customer Service Team Manager at Amazon Web Services

As an AWS CS Team Manager, you are responsible for ensuring that front line Technical Customer Service Associates (TCSAs) are set up for success. You will be responsible for ensuring standards for productivity and quality are achieved. You will set the direction and culture of your team by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, and frequent one-on-ones that focus on improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature. You will work with exceptionally driven, customer focused Associates and Premium Support Engineers. You will act as a Cloud Computing evangelist in the leading edge of this growing industry.

In addition, your responsibilities will include, but will not be limited to, the following:

People Management

• Leading a team of approximately 10 associates; responsible for overall direction, coordination, and evaluation of the team.
• Identifying and eliminating barriers to accuracy, productivity, and quality
• Organizes, prioritizes and schedules work assignments to meet business need.
• Manages workforce, develops and maintains staff scheduling and capacity planning.
• Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include 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.
• Can adapt well and lead team in an environment through changes in circumstances, direction, and strategy.

Project and Operations Management

• Owning escalated customer contacts and leading the effort to satisfactorily resolution
• Performing deep dive analysis on selected customer contacts to gather lessons learned, then use that information to update internal reference materials and processes
• Providing prompt, efficient, detailed, customer-oriented service to AWS customers
• Working with other customer support teams to ensure a consistent and high-quality level of support
• Driving projects that improve support-related processes
• Working with customers to understand how they use AWS services, and providing valuable feedback to business and development teams
• Acting as an advocate for our customer, reporting and acting on observed areas for improvement
• Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
• Assisting with customer communication during AWS critical launches and support events
• Assuming responsibility for developing detailed knowledge about specific product lines and features
• Making sure internal knowledge reference pages are updated
• Perform ambiguous tasks without guidance and support and have the ability to suggest actions without having all the information.

Basic Qualifications

• 1+ years previous leadership experience preferably in contact center operations.
• Familiarity with general principles of Workforce in a customer contact center environment
• Ability to be flexible in shift assignments and work areas, including nights and weekends
• Demonstrating Amazon Leadership Principles in current role
• Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills desired

Preferred Qualifications

• Bachelors degree preferred such as Computer Science, Science, Commerce
• Project management experience
• 2 years previous experience supervising a team in a customer service environment
• Ability to function in an ambiguous, fast paced work environment
• Experience with AWS technologies