Customer Service Manager, AWS Trust and Safety at Amazon

• As the Trust and Safety Manager you set the vision, direction, and culture of the teams by managing individual and team performance expectations and goals. You provide individual coaching feedback sessions to both individual contributors as well as managers. You maintain singular focus on ensuring and improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as the leadership point of contact for escalated contact resolutions. You manage the day-to-day operations for the team and are responsible for overall productivity, quality, and delivery of business services. You dive into technical details, ask the right questions, and drive the right customer support outcomes. You know when a situation is complex or risky enough that it requires further evaluation from a subject matter experts within the organization.

Key job responsibilities
Overall responsibilities include (but not limited to):
People Management:

• Leading and developing a team of 6 Team Managers and 45-50 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 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

You will be hired for a remote role that offers flexibility. However, it is important to note that the requirements of the position may change, necessitating office-based work where the role will then be in office.
Remote employees based in South Africa are expected to have a minimum available fiber line with bandwidth of 20MB Upload/20 MB Download before connecting to the VPN.

BASIC QUALIFICATIONS

• 4+ years relevant experience managing 20-25 customer service associates
• Direct experience in a fast paced Customer Contact Center or IT Help Desk environment (preferably within a Trust & Safety organization) working within trouble ticketing/tracking systems and complex billing systems
• Familiarity with Web Technologies and the Internet (preferably website hosting or building)
• Solid knowledge of security concepts (vulnerabilities, firewalls, common security issues)
• Ability to learn new technologies and stay current with related field information
• Demonstrated history of improving customer experience / contact interaction
• 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 Analytical ability and problem solving skills.
• High School Diploma

PREFERRED QUALIFICATIONS

• Bachelor's Degree. In lieu of a degree, additional years of hands-on experience may be substituted.
• Knowledge of networking technologies including DNS, TCP/IP, SSL, DHCP and Load Balancing
• Knowledge of Six Sigma/Lean Processes
• Project Management certification
• 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
• Experience managing other managers
• Experience in being a mentor
• Experience with technical writing