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Customer Service Manager, AWS Enterprise Concierge
Virginia Beach, VA
Job Description
Job summary
We are seeking an experienced Customer Service Manager (CS Manager) to join our team to develop, manage, and support a team of senior specialis who serve our customers. As a CSM, you will manage other individual contributors to ensure that they are adequately trained and supported. You will ensure that accuracy and standards are maintained and that risks and mitigation strategies are communicated across a globally distributed organization. You will own individual and team performance expectations and goals; provide individual coaching feedback sessions; maintaining and improving quality and throughput; and monitoring productivity to meet the goals. It will be expected that you develop strong understanding of the space, so that you can develop a strategy (rethinking and creating) to provide world-class customer experience in a rapidly changing, complex and connected environment.
This specific role is focused on improving the customer experience by leading a team that owns outlier situations with no clear path to resolution. This team supports external and internal customers and will require the ability to identify and address trends that negatively impact the customer experience.
**This role is supporting cloud computing customers, so the individual will have to demonstrate a technology affinity to be successful.
About the team
About the team
Inclusive Team Culture
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 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.
Work/Life Balance
Our team puts a high value on work-life balance. It isn't about how many hours you spend at home or at work; it's about the flow you establish that brings energy to both parts of your life. 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 and enable them to take on more complex tasks in the future.
Basic qualifications
* BA/BS degree in Business Administration, Industrial Engineering or related fields.
* Proven 4 + years Managerial experience in a customer service environment, preferably a contact center.
-Proficiency with Microsoft Office Suite including: Excel, Word, Outlook, and PowerPoint
Preferred qualifications
-Exceptionally strong professional communication and conflict resolution abilities.
* Previous experience in escalation handling or CS leadership
* Demonstrated history delivering results in cross functional environments
* Knowledge of Six Sigma/Lean Processes
* Project Management Experience
* Exceptional skills in data manipulation and analysis
* Ability to drive organizational change using sound reasoning, supported by relevant data in a well prepared business briefing
* Ability to be flexible in shift assignments and work areas.
* Proven ability to work in an ambiguous, internet-speed environment
* Absolute passion for ensuring a great customer experience with every contact.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
We are seeking an experienced Customer Service Manager (CS Manager) to join our team to develop, manage, and support a team of senior specialis who serve our customers. As a CSM, you will manage other individual contributors to ensure that they are adequately trained and supported. You will ensure that accuracy and standards are maintained and that risks and mitigation strategies are communicated across a globally distributed organization. You will own individual and team performance expectations and goals; provide individual coaching feedback sessions; maintaining and improving quality and throughput; and monitoring productivity to meet the goals. It will be expected that you develop strong understanding of the space, so that you can develop a strategy (rethinking and creating) to provide world-class customer experience in a rapidly changing, complex and connected environment.
This specific role is focused on improving the customer experience by leading a team that owns outlier situations with no clear path to resolution. This team supports external and internal customers and will require the ability to identify and address trends that negatively impact the customer experience.
**This role is supporting cloud computing customers, so the individual will have to demonstrate a technology affinity to be successful.
About the team
About the team
Inclusive Team Culture
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 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.
Work/Life Balance
Our team puts a high value on work-life balance. It isn't about how many hours you spend at home or at work; it's about the flow you establish that brings energy to both parts of your life. 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 and enable them to take on more complex tasks in the future.
Basic qualifications
* BA/BS degree in Business Administration, Industrial Engineering or related fields.
* Proven 4 + years Managerial experience in a customer service environment, preferably a contact center.
-Proficiency with Microsoft Office Suite including: Excel, Word, Outlook, and PowerPoint
Preferred qualifications
-Exceptionally strong professional communication and conflict resolution abilities.
* Previous experience in escalation handling or CS leadership
* Demonstrated history delivering results in cross functional environments
* Knowledge of Six Sigma/Lean Processes
* Project Management Experience
* Exceptional skills in data manipulation and analysis
* Ability to drive organizational change using sound reasoning, supported by relevant data in a well prepared business briefing
* Ability to be flexible in shift assignments and work areas.
* Proven ability to work in an ambiguous, internet-speed environment
* Absolute passion for ensuring a great customer experience with every contact.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
4+ years
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