Group Manager at Amazon

Description

Work hard. Have fun. Make history.

Our overall mission is simple: To be earth’s most customer centric company. 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 world class service to our customers.

Amazon is looking for a Group Manager based in Cape Town who will have responsibility for up to 90 associates and direct line management of 4-6 Team Managers. Our mission is to employ a leader of leaders who is able to empower, develop and grow their team managers and to support them in achieving our organizational goals.

The number one priority for this role is to ensure that associates are supported to deliver a world class experience. The role will require you to be a leader who ensures that your Team Manager priorities remain exclusively focused on supporting their associates and ensuring defects do not get sent down the line to associates. Your role will be to oversee the operational delivery of organizational goals and manage overall performance of the teams in your remit.

The ideal Group Manager ensures that Team Manager Priorities and tasks are aligned to supporting associates apply the Amazon CS Contact Tenets. To achieve this, an ideal Group Manager coaches, develops and supports their Team Managers to build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class service.

You will be responsible for the overall performance and operational delivery of your teams, this will require you to work with key support functions such as site Work Flow and Quality Assurance to review performance trends and opportunities and take action to improve the service level and quality of performance. You will be an escalation point for your Team Managers and their people to take action on issues or barriers impacting the customer experience. You will represent your team in the wider business, being accountable for creating the input, actions and representation of team performance in standard meeting routines such as metric calls. You will also be a key partner for business teams when operational points of contact to co-ordinate launches, messaging or reviews are required.


Basic Qualifications

• Candidates must have completed a Matric/Grade 12/NQF4 or equivalent of higher qualification (S)
• Minimum three years people management experience in Amazon CS or minimum four years people management experience, specifically leader of leaders in a similar role

Leadership
Skill Requirements:

• Knows and communicates the Amazon mission, vision and strategy
• Demonstrates passion for delivering a positive customer experience, and maintain composure in difficult situations
• Demonstrates the ability to build, develop, direct, and manage a team; give overall direction, performance, coordination and evaluation
• Experience interviewing and selecting people who will maintain a high-performance bar in Amazon
• As a leader of leaders understands how to nurture and develop leadership skills
• Strong interpersonal and communication skills, good listener, used to interact with up to Director level
• Positive communicator who understands when necessary how to have tough conversations
• Ability to confidently facilitate team discussions and communicate business messages
• Maintains a high level of professionalism and approachability
• Can adapt well to changing circumstances, direction, and strategy
• Ability to organize, prioritize and schedule work assignments
• Proven ability to manage reporting, data manipulation and analysis
• Experience managing core business KPI’s
• Assist in developing and implementing training programs to improve the quality and productivity of the team

Operational Delivery

• Understands operational principles of service delivery and uses data to support continuous improvement
• Ability to use data and insights to prepare metric reviews
• Assist and support the creation of operational plans to support peak ramp up and down within your area of control as well as readiness for your business launches
• Acts as the operational representative for business teams to understand voice of the customer or partner in key process or policy changes
• Builds plans to test and experiment new approaches to service delivery

Continuous Improvement

• Leads and participates in Kaizen events to improve the customer and associate experience
• Uses data to identify areas of ongoing improvement in how service is delivered
• Takes action on issues escalated from within the team, works with the rest of the business to bring issues to resolution.
• Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures

Amazon is an equal opportunities employer. We value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae. Amazon is strongly committed to diversity within its community and Employment Equity within the workplace, and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates

Preferred Qualifications

• Experience in managing large teams of 50+ employees
• Advanced computer skills using a variety of programs
• Exceptional written and verbal communication skills.
• Knowledge of Six Sigma/Lean Processes
• Project Management experience
• Experience in Contact Center Operations (Customer Service, Sales, or Collections)
   

Company - Amazon Dev Centre South Africa
Job ID: A1183103