Group Manager - Auditor (QA), Community Moderation at Amazon

Key job responsibilities

Leadership:

• 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 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

BASIC QUALIFICATIONS

• Candidates must have completed a Matric/Grade 12/NQF4 or equivalent of higher qualification (S)
• Minimum of three years people management experience in Amazon CS or minimum four years people management experience, specifically leader of leaders in a similar role
• South African Citizen / Permanent Resident / Holder of legal right to work in South Africa

PREFERRED QUALIFICATIONS

• Advanced computer skills using a variety of programs including but not limited to basic SQL queries, Quicksights, Tableau, MS Office)
• Exceptional written and verbal communication skills.
• Knowledge of Six Sigma/Lean Processes
• Minimum of 1 year experience in Project Management experience
• Minimum of 1 year experience in Contact Center Operations (Customer Service, Sales, or Collections)
• Previous Communities experience beneficial