Customer Service Team Manager, DSL

Customer Service Team Manager, DSL at Amazon

At Amazon, we're working to be the most customer-centric company on earth and we are constantly improving how we fulfill and deliver customer orders. Our goal is to exceed expectations by continually striving to innovate and provide best-in-class customer support as we expand our logistics products and services. To improve the customer experience, we are establishing a group of delivery station-based customer service associates that enables real-time, hands-on investigation of where a package is and how Amazon can get it to a customer as quickly as possible. Additionally, it provides customer access to local experts who can provide them the most accurate and up-to-date information about their packages and how Amazon is resolving potential delivery issues affecting them.

About the Role

The Delivery Station Liaison (DSL) team is looking for a Team Manager to help pioneer this new method of customer service across Mexico. In this role, you will be managing a team of (15-20) In-Station Customer Support Associates who provide local customer service for Amazon Customers serviced by Amazon Logistics Delivery Stations. Your team of associates will be based across multiple locations in your region. You will be responsible for the overall performance and operational delivery of our In-Station Customer Support Associates across multiple Delivery Station locations in your region. This role will require you to work with key support functions such as Delivery Station Operations, Program Managers, Recruiting, and Human Resources to review performance trends and opportunities and take continual action to improve the service level and quality of performance. Experience with operational management and process improvement is an asset and you should be comfortable with making decisions in the midst of ambiguity. Developing positive working relationships with your team and collaborating across multiple teams will be important for success in this role.

This individual must be able to commute to and work from one of Amazon's existing MX delivery stations and be willing to travel as needed (25% travel expected).

Key Responsibilities

• Support a Remote Team and Champion Following Competencies
• Team Engagement
• Process Improvement
• Performance Management
• Assist in DSL Project's/committee's
• Drive Team Performance
• Bridge gaps between performance & goals weekly
• Development of direct reports
• Build/maintain station relationships
• Deep Dive trends in data reporting

About The Team

Inclusive Team Culture

At Amazon, we embrace our differences and we are committed to furthering our culture of inclusion. We host annual and ongoing learning experiences. Amazon's culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

Work Life Balance

We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

Mentorship & Career Growth

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we're building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional.

Basic Qualifications

• Speak, write, and read fluently in English
• Work flexible shifts including night shifts/weekends
• Bachelor's degree or equivalent
• 1 year of previous experience implementing change management successfully transitioning programs into large scale operations.
• Ability to travel 25% of the time
• +1 year of experience demonstrating leadership and people management in Customer Service or customer facing roles
• +1 year of experience managing remote team members
• +2 YOE managing remote team members

Preferred Qualifications

• Experience in operations management of fulfillment or distribution centers
• Experience in project management including resource planning, managing schedules, reporting project status and prioritizing tasks
• Experience communicating complex business concepts in verbal and written form
• Experience identifying and resolving complex issues
• Considers others perspectives while leveraging data and anecdotes to determine path forward; conduct root cause analysis; contributes to short- and long-term initiatives and goals; prioritize key factors; act decisively, promptly and confidently

Key skills/competency

• Customer Service
• Team Management
• Operations Management
• Logistics Coordination
• Performance Management
• Process Improvement
• Remote Team Leadership
• Stakeholder Collaboration
• Data Analysis
• Change Management