Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon continues to grow and evolve as a world-class e-commerce platform.
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- The ideal candidate should be passionate about helping us ensure that customers may make trusted purchasing decisions, and sellers are able to successfully list and sell their products. Investigation decisions are not only fundamental to helping protect customers and sellers but will help maintain the health of the AbeBooks product listings ecosystem. Investigation Specialists demonstrate analytical and quantitative skills to use data and metrics to perform investigations. They communicate suspicious account activity and new fraud patterns to stakeholders and take appropriate actions to identify and minimize the risks posed by fraud patterns. Investigation Specialists work closely with the Customer Support team to address customer questions and concerns regarding ongoing investigations and compliance initiatives.
Key job responsibilities
- Investigate suspicious activity and behaviour that could pose a risk to AbeBooks, our customers, or sellers.
- Use a combination of manual and automated tools to gather data and conduct ad-hoc investigations.
- Provide prompt and efficient responses to AbeBooks customers and sellers by email and phone.
- Ensure compliance with procedures and SLAs while achieving quality and productivity metrics.
- Actively seek solutions through logical reasoning and data interpretation skills and identify trends to appropriate channel including improvement suggestions.
- Escalate emerging issues and fraud related issues with a high sense of urgency.
- Demonstrates the ability to self-manage on priority tasks and objectives.
- Maintain confidentiality of sensitive information.
About the team
- AbeBooks, an Amazon company, is a global online marketplace for books and collectibles, with hundreds of millions of new, used, rare and out-of-print books listed for sale by thousands of sellers. AbeBooks has great perks such as social events and personal development days. AbeBooks has a flexible work policy.
BASIC QUALIFICATIONS
- 2+ years of customer service experience
- Experience with Microsoft Office products and applications
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Experience in payments or e-commerce
PREFERRED QUALIFICATIONS
- Some knowledge of SQL or database tools (Tableau, Amazon Redshift, Oracle, etc.)
- Experience in problem solving, including the ability to recognize non-obvious patterns.
- Strong Analytical skills – has ability to start from ambiguous problem statements, identify and access relevant data, make appropriate assumptions, perform insightful analysis and draw conclusion relevant to the business problem.
- Ability to maintain high levels of confidentiality and data security standards.
- Effective, clear, and professional written and oral communication skills. Ability to present information professionally and concisely with supporting data.
- Strong prioritization and time management skills.
- Fluency in more than one language (German, Spanish, French or Italian).
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Key job responsibilities
- The Head of Marketing will be responsible for maximizing customer engagement and optimizing marketing spend across a complex marketing mix (Online, Mass & Brand Advertising, Brand Awareness, promotional activities etc.), through the development and execution of programs, while effectively influencing supporting teams and partners. Amazon has multiple programs that drive customer engagement, and the Head of Marketing is responsible for the customization of these programs to align to unique customer needs.
- We are looking for an adaptable leader to own ambiguous challenges for Amazon business and customer. The Head of Marketing will be the voice of the customer in important decisions, bring customer insights to the forefront, and advocate for improvements to the core customer experience.
- They will need to grasp the big picture quickly, create ambitious goals for the team and build credibility with business and cross-org partners (Business Development, BI/Analytics, Product and UX, Marketing Operations, as well as external agencies). They will need to operate at all levels and know how to simplify to deliver an engaging CX across evolving operations. They will champion the integration and inclusion of employees by developing a strong organizational identity and culture.
- The Marketing Lead will be an expert in formulating customer-centric multi-channel campaigns; analyzing data and research to understand digital buying journeys; and running experiments to optimize user experiences, media, messaging, content and conversion rates. They must have experience managing multiple programs simultaneously and have a proven track record executing integrated digital/e-commerce strategies to educate, engage, and acquire customers.
- This position offers an unparalleled opportunity to leverage your understanding of marketing, CX and online products, on behalf of customers.
BASIC QUALIFICATIONS
- 10+ years of professional non-internship marketing experience
- Experience managing teams
- Experience using data and metrics to drive improvements
- Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)
- Experience driving direction and alignment with cross-functional teams
PREFERRED QUALIFICATIONS
- Experience in traditional and emerging media channels including TV, OOH, cinema, digital display, online video and paid social
- Experience leading across multiple locales
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- 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 bandwidth of 20MB Upload/20 MB Download before connecting to the VPN.
Key job responsibilities
AWS Technical Customer Service Specialist’s responsibilities include (but are not limited to):
- Own AWS customer issues
- Work with AWS service teams, account managers, and customers to ensure a consistent and high-quality level of support
- Act as a subject matter expert (SME) and take high-judgement decisions where there may be ambiguity or no established SOPs
- Identify day-to-day operational issues and suggest tactical solutions to assist AWS customers and departments
- Provide feedback on policies, procedures and tools that need improvement, developing detailed knowledge about AWS specific services and then using that knowledge to identify policies or training gaps
- Be able to work independently, while knowing how/when to handle or escalate critical customer issues
- Manage their queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up
- Raise the bar on performance metrics such as quality, productivity, utilization and attendance
- Act as the Voice of the Customer by reporting and acting on observed areas for improvement while actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
- Work all reported case types such as Email deliverability and Spam Email and handle related enforcement issues, actions and appeals
- Take action on abusive/non-responsive customers (applying throttles when applicable)
- Facilitates escalations to other T&S stakeholders and escalates cases judiciously to managers, service, security teams or any other part involved, while continuing to monitor those escalations to resolution
- Can distill customer technical needs into clear, concise written documentation (e.g., case, email, etc.) and/or present these findings to an internal engineering team
- Able to dive into technical details and drive constructive discussions
- Provide mentorship to global peers
- Show ability to work both Tier 1 and Tier 2 queues, offering assistance to peers or requesting support through the appropriate channels
- Show excellent communication skills, critical when sharing correspondence with customers
- Show critical thinking and ability to carry out in-depth investigations in order to make accurate decision, monitor trends, spike of customer contacts, identify bad actors and abuse behaviour
BASIC QUALIFICATIONS
- 2+ years experience working in Trust and Safety / Digital Messaging or technical similar environment as a Specialist
- Good technical knowledge and understanding of Internet security concepts and vulnerabilities (firewalls, common security issues etc.)
- Good technical support ability and aptitude regarding computing environment and end-user applications, Abuse/Security practices (Spam, Phishing etc.)
- Knowledge of email servers/services and best practices
- SQL and/or another relational database experience
- Advanced experience with MS Excel, including functions and formulas
- High School Diploma is a minimum requirement
- A current existing and dedicated 20MB Uncapped Fiber line is required for employees choosing the Hybrid or Remote working option. LTE lines and Wi-Fi connections are not eligible for this role - proof of connectivity will be required
PREFERRED QUALIFICATIONS
- Associate/Bachelor degree in a Computer Science related field or related experience
- Fluency with Web Technologies, Internet, operating systems, email servers
- Understanding of Cloud Computing and AWS services
- Exceptionally strong customer handling, conflict resolution, and problem solving skills
- Experience taking ownership and driving resolution on escalated customer issues
- Excellent written and verbal communication skills with the ability to summarize technical customer issues or present findings in a team environment
- Ability to quickly learn new technologies and processes
- Ability to recognize patterns and trends
- Solid knowledge of security concepts
- Strong multitasking skills, prioritization, time management, flexibility
- Proficiency in MS Office, with an emphasis on Excel
- Able to work a flexible work schedule that includes working on early or late shifts, weekends, public holidays
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- 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
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Job Description
- AWS Global Learning has an opening for an L6 Training Operations Manager who will manage a team of program managers whose job is to successfully implement and deliver our Support Engineering (SE) and Customer Support (CS)training programs consistently across our global sites. A successful candidate will thrive in a dynamic, fast-paced environment with the capacity and experience to manage a global team in coordinating and delivering effective learning experience. The AWS Global Learning Training Operations Manager will be responsible for leading our training program Training PMs to plan and run new hire training, on-the-job training and mentoring programs and other programs like Subject Matter Expert (SME) and Train-the-Trainer (T3). As a GL Training Ops Manager, you will play a vital, strategic role in ensuring the AWS Support teams are provided the world’s best training and learning opportunities across all regions.
Key job responsibilities
- Lead your team to manage training operations for Support Engineering (SE) and Customer Service (CS). You will lead the planning, execution and measuring success to meet customer needs while maintaining high quality standards and global consistency for the delivery of core curriculum and programs.
- Develop strategies and processes in collaboration with the GL curriculum development team to ensure effective delivery of global training programs.
- Manage implementation of Train-the-Trainer (T3) programs and sessions to ensure high quality Adjunct Trainers and Mentors across both lines of business.
- Manage tools, processes and people to coordinate the logistical details and run our key training programs including: new hire training, dedicated on-the-job mentoring, profile specific training, continuing education sessions, Subject Matter Expert (SME) Accreditation processes and boards, and third-party training options (e.g., Safari Books Online, etc.).
- Contribute to reporting on training activities and analyze data to drive team's performance and learning effectiveness.
- Align with the communication strategy for promoting and highlighting key training processes and activities (e.g., site newsletters, blog posts, floor meetings, leadership meetings, etc.).
- Lead your team to manage multiple projects and programs concurrently.
- Develop and support the training and professional growth of your own team members.
- Record and surface training sessions and activities to enable and scale learning globally.
- Lead your team to conduct needs analysis and focus groups, provide input and assist the curriculum development team with content development projects.
BASIC QUALIFICATIONS
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of team management experience
- 5+ years of cross functional project delivery experience
- 5+ years of program or project management experience
- Experience defining program requirements and using data and metrics to determine improvements
PREFERRED QUALIFICATIONS
- Experience managing, analyzing and communicating results to senior leadership
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- The team is key in maintaining the reputation of AWS’s IP space. The team vets potential abuse issues and contacts AWS customers in order to put a stop to these harmful acts. Abuse Investigation & Prevention acts as the first line of defense for AWS by analyzing trends and reporting findings to AWS service teams as needed. The team devotes their time and attention to helping identify impactful customer scenarios such as these. They classify incoming reports of abuse while exercising sound judgment in the decisions they make. Team members display strong technical skills while providing complex AWS account support to our customers and other AWS teams. The team works to create trust and maintain customer loyalty by going above and beyond the customer’s expectations to ensure Amazon Web Services remains the most customer centric company on Earth!
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 bandwidth of 20MB Upload/20 MB Download before connecting to the VPN.
Key job responsibilities
- Work to become a subject matter expert regarding all types of abuse outlined in the AWS Acceptable Use Policy (https://aws.amazon.com/aup/)
- Own escalated AWS customer issues
- Quickly assess customer issues in order to provide accurate support
- Act as a high-judgement decision maker for escalated situations where there may be no established SOP
- Work with AWS service teams, account managers, and customers to ensure a consistent and high-quality level of support
- Assume responsibility for developing detailed knowledge about AWS specific services and then using that knowledge to identify training gaps
- Investigate the details of abuse reports and develop processes and responses to help resolve the issue
- Be able to work independently, while knowing how/when to handle or escalate critical customer issues
- Act as the Voice of the Customer by reporting and acting on observed areas for improvement while actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
- Assist with customer communications and support during AWS critical events
- Manage queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up
- Maintain acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
- Provide consultative analysis to understand how customers are using our services and make recommendations based on the customer needs and provide feedback to business and development teams
- Drive projects that improve support-related functions and processes
- Due to the 24x7 operations of the business, must be able to work a flexible work schedule that may include nights, weekends, holidays, overtime, etc.
- Provides leadership and security teams with feedback on policies, procedures and tools that need improvement or creation
BASIC QUALIFICATIONS
- 2+ years experience in a Technical Trust and Safety or similar environment working with issues related to online abuse
- Good technical knowledge and understanding of Internet security concepts and vulnerabilities (firewalls, common security issues etc.)
- Strong technical support ability and aptitude regarding computing environment and end-user applications, Abuse/Security practices (Spam, Phishing etc.)
- Knowledge of email servers/services and best practices
- SQL and/or another relational database experience
- Advanced experience with MS Excel, including functions and formulas
- High School Diploma is a minimum requirement
- A current existing and dedicated 20MB Uncapped Fiber line is required for employees choosing the Hybrid or Remote working option. LTE lines and Wi-Fi connections are not eligible for this role - proof of connectivity will be required
PREFERRED QUALIFICATIONS
- Associate/Bachelor degree in a Computer Science related field or related experience
- Fluency with Web Technologies, Internet, operating systems, email servers
- Understanding of Cloud Computing and AWS services
- Exceptionally strong customer handling, conflict resolution, and problem solving skills
- Experience taking ownership and driving resolution on escalated customer issues
- Excellent written and verbal communication skills with the ability to summarize technical customer issues or present findings in a team environment
- Ability to quickly learn new technologies and processes
- Ability to recognize patterns and trends Solid knowledge of security concepts
- Strong multitasking skills, prioritization, time management and flexibility
- Proficiency in MS Office, with an emphasis on Excel
- Able to work a flexible work schedule that includes working on early or late shifts, weekends, public holidays
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DESCRIPTION
- As an Amazon Field Engineer, you will provide full life-cycle support to AWS Data Centers from design inception through site improvement and maintenance. You will be the ‘go to’ engineering resource for your region when technical advice is needed, and will use your subject matter expertise and engage with diverse teams to:
- Own the design for existing data center upgrades and design-solutions, which add capacity, improve availability, and increase efficiency.
- Act as resident engineer during new construction projects. Support construction, commissioning, and turnover.
- Perform design and equipment submittal review for new Data Centers in your region.
- Troubleshoot, conduct Root Cause Analysis (RCA) and create Corrective Action (CA) documentation for site/equipment failures.
- Directly support operational issues with ad-hoc training, complex operating procedure reviews, including critical equipment, and event support.
- Interface with internal data center design engineering team, server hardware team, environmental health and safety team to promote standards that maintain consistency and reliability in services delivered.
- Work on concurrent projects, sometimes in multiple geographical regions.
- Initiate and lead engineering audits including on-site visits within Amazon’s owned . Produce reports outlining risks with recommended mitigations and remediations
- Amazon's vision is to be the world's most customer-centric company, and this role is key to that vision. As a Field Engineer, you will be leading projects to fit out our data centers to meet ever-evolving customer needs as we continue expanding our fleet to hyper-scale.
Our Field Engineers:
- Possess Strong Engineering Judgement and are able to provide recommendations despite uncertainty
- Are detail and data oriented
- Have experience managing engineering projects and consultants.
- Build trust and relationships with different stakeholders (e.g., Operations, Commissioning, Construction and Design)
- Are adaptable and inclined to get into the field to see things up close
- Each day you will interact with different teams responsible for all aspects of the data centers. You will prioritize your activities to support data center capacity availability and safety focusing on the actions that are most impactful. You will have the opportunity to work on projects locally and globally.
- Our team is dedicated to supporting new team members. Our team has a broad mix of experience levels and Amazon tenures, and we’re building an environment that celebrates knowledge sharing and mentorship.
- Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000+ employees in over 190 chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
BASIC QUALIFICATIONS
- Bachelor’s Degree in Mechanical Engineering or equivalent experience.
- 6+ cumulative years of experience with industrial or commercial engineering in Mission Critical facilities including but not limited to: data centers, power generation, oil / gas facilities. (Experienced Engineer)
PREFERRED QUALIFICATIONS
- Have a strong experience in chilled water cooling system design , commissioning and operation.
- Organized and have the ability to set priorities and meet deadlines and budget
- Possess leadership, critical thinking and problem-solving skills
- Experience using a variety of web based and other software tools for calculation and data processing.
- Direct experience with the design, construction, operation, or maintenance of mission critical facilities, especially data centers.
- Experience as resident engineer or hands-on (in the field) design consultant.
- Knowledge of building codes and regulations for your region.
- Experience reading, interpreting, and creating construction drawings, specifications, and submittal documents.
- Ability to carry design concepts through exploration, development, and into deployment/mass production
- Possess excellent communication and writing skills, attention to detail, maintain high quality standards
- Basic understanding of both mechanical and electrical equipment/design related to data centers (Including but not limited to: uninterruptable power sources , diesel generators, electrical switchgear, power distribution units, variable frequency drives, automatic/static transfer switches, chillers [air-cooled and water-cooled], pumps, cooling towers, heat exchangers, CRAHs, air economizers, etc...)
- EPMS/SCADA/BMS Controls system experience (software and/or hardware)
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DESCRIPTION
- Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services. As a member of the AWS Support team you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications.
- As a Support Operations Manager, you will provide exceptional leadership & management needs for our growing number of Engineers. You will have a love for technology and operational excellence, to provide our customers with an exceptional experience and service
Responsibilities
Define and Execute Business Priorities
- You will be a key contributor and owner of the direction for your operations. This includes defining strategic goals for the team. You will be participating in defining, planning, and documenting key projects and initiatives. You will be tracking the progress of initiative outcomes against goals and ensuring that the team remains unblocked and focused.
Team and Performance Management
- You will own all facets of performance and career management for the team. Regular one on one meetings with all team members are required. You will be expected to mentor all members in order to maintain a well-rounded, world class organization. This includes project management, quality audits and coordination of training sessions as well as day to day oversight of the team. You will own and be accountable for the output and performance of your team.
Operational Excellence
- You will uphold and continue to drive operational excellence across the site and globe. You will drive best practices with a focus on outcomes for our customers. You will identify and own local and global initiatives that will continue to optimize our highly customer focused operational teams.
Recruiting and Hiring
- You will take the lead in hiring quality personnel who not only fit the needs of the current organization but will allow the team to scale with our customer and service growth. You will coordinate with Amazon and external recruiting staff to evaluate potential candidates, participate in initial phone screens and provide relevant guidance and feedback during onsite interview loops. You will also be responsible for ensuring that proper training takes place for all new hires.
Incident and Escalations Management
- You will be the point of contact for enquiries regarding engagement processes and issues impacting our customers during your team’s coverage. As a member of the Operations management team, you will be expected to participate in managing customer, service and network escalations and related incidents. The manager is expected to respond to critical issues regarding engagement and incident management on an as needed basis. You will be driving initiatives regarding improvements to existing tools & processes and providing feedback on new practices & procedures in order to scale with the rapid expansion of the AWS services and customer base.
You will own accountability to provide our customers with an exceptional support experience and assist customers in their time of need with highly technical and customer focused service.
BASIC QUALIFICATIONS
- The right person will have strong people management experience of 8+ years with a track record of success
- They will be analytical and have experience in leading multiple technical support or operational teams larger than 20 people, in high pressure environments.
- Must have a record of driving projects to improve operations and support-related processes and the right high-level technical support experience.
- Strong verbal and written communication skills, which will be key in driving customer and internal communications.
PREFERRED QUALIFICATIONS
- Experience with managing IT environments on behalf of customers.
- Engineering, Computer Science, IT Degree or equivalent experience
- MBA or equivalent experience.
- The Amazon Web Services business requires innovative thinking balanced with a strong customer and quality focus. This leader will have a track record of achieving that balance.
- Experience in one or more of the following Windows, DevOps, Deployment, Networking, Enterprise Software.
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Key job responsibilities
- Receiving and storage of IT asset and peripheral orders
- Picking IT assets for configuration, deployment and shipping
- Maintain inventory levels including receiving, storage, organization, and auditing
- Preparation of IT assets for transportation in line with IT and Information Security polices
- Appropriate management of returned IT assets for reuse, reverse logistics processes, or disposal
BASIC QUALIFICATIONS
- Highly self-motivated and customer-centric
- Ability to work under supervision
- English Language Skills
PREFERRED QUALIFICATIONS
- Experience with Microsoft Office Excel, and Outlook
- Experience in customer service
- Previous experience in Warehouse Environment.
- Excellent written and verbal communication skills
- Ability to prioritize work based on department and production objectives
Method of Application
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