Jobs at Amazon Web Services (AWS

You will represent Amazon and AWS as your team fields inquiries from customers who need help using AWS services. You'll work directly with AWS engineering teams as well as product and service owners to drive tooling and process improvements to ensure a high quality, fast resolution customer experience. You'll drive customer communication during AWS critical events and drive projects that improve customer service related processes. You will act as the voice of the customer in AWS internal meetings. You will help AWS become the world's most customer centric IT provider.

The AWS Customer Service Site Leader in Cape Town will:

• Lead and manage 5-7 direct reports and 400+ indirect reports
• Be responsible for the delivery of operational metrics and service levels across all contact types on your team
• Advocate for AWS customers by understanding complex business processes within the AWS billing cycle and re engineering these processes to reduce customer effort
• Be the Voice of the AWS customer to ensure improvements are driven within service teams and self service capabilities within AWS.
• Drive customer communication during customer impacting events (e.g. outages, billing issue, price changes, etc.).
• Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within your organization and serving as a role model for the worldwide customer service network.
• Drive projects that improve customer support-related processes and our customers support experience
• Work with the other regional and site leaders who directly manage CS teams to influence operational execution in a matrixed organization.
• Plan and conduct periodic business reviews with AWS teams to influence and evangelize with Senior Leadership in AWS
• Ensure AWS customer feedback is incorporated into business plans, product roadmaps and feature development.
   

Basic Qualifications

• 7+ years of experience in managing large scale operations (Customer Service or equivalent operational teams)
• Experience driving projects to improve support-related processes
• Experience in a customer facing environment
• Experience in a metrics based operational environment performing customer focused analytics.
• Bachelor’s degree or equivalent experience.
• Flexible work schedules (weekends and/or evenings)
• Business English Proficiency

Preferred Qualifications

• Master’s degree or equivalent, MBA is preferred
• Leadership experience managing changes and critical issues in a highly dynamic environment
• Experience with quality engineering, process improvement, and operational excellence
• Ability to communicate vision and drive execution and work seamlessly with both technical teams and business teams
• Ability to attract and develop the best talent
• Experience staying connected to the details of the business
• Inspirational people manager and adept at quickly growing an organization
• Experience with AWS, Cloud Computing or technical support industry
• Experience in the IT industry

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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