CSNA Group Manager

Amazon in Winchester, KY

  • Type: Full Time
position filled
Are you passionate about driving process improvement and motivating a team of driven, customer-obsessed associates and Team Managers? Do you love to analyze systemic issues and implement solutions to challenging problems? If you answered yes to both these questions, we have the career for you!Amazon is looking for a Group Manager who will have responsibility for associates and direct line management of Team Managers. The number one priority for this role is to ensure that associates are supported to deliver a world class experience.The Group Manager role will require you to oversee the operational delivery and overall performance of the teams you lead and ensure your Team Managers priorities remain focused on supporting their associates through priorities and tasks that align with the Amazon Contact Tenets. To achieve this, an ideal Group Manager coaches and supports their Team Managers to build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class service. This role will require you to work with key support functions such as Capacity Planning and Quality Assurance to review performance trends and opportunities, and take continual action to improve the service level and quality of associate performance. You will be an escalation point for your Team Managers and their associates to take action on issues or barriers impacting the customer experience, and will lead Kaizen events to solve people or customer issues. You will represent your team in the wider business, being accountable for creating the input, actions and representation of team performance in standard meeting routines such as metric calls. You will also be a key partner for business teams when operational points of contact to co-ordinate launches, messaging or reviews are required.Successful candidates will demonstrate:Leadership: Aptitude to lead and develop other leaders, including team managers, and lead a large team of customer service associates Experience interviewing and selecting associates and leaders who will maintain a high performance bar across Amazon Ability to facilitate group discussions with peers and associates Lead site level initiativesOperational Delivery Ability to use data and insights to prepare monthly and quarterly business reviews Acts as the operational representative for business teams to understand voice of the customer or partner in key process or policy changes Develop and achieve performance goals and objectives in line with the network wide vision and goals Ensure compliance and consistency towards meeting business and project goalsContinuous Improvement Leads Kaizen events to improve the customer and associate experienceUses data and analytics to identify areas of ongoing improvementBasic qualificationsBasic qualifications Bachelor s degree OR two years leadership experience in Amazon CS organization. Minimum 2 years experience in leading managers and large teamsPreferred qualification Master s degree Knowledge of Six Sigma/Lean processes or continuous improvement methodology Ability to work in an ambiguous, fast paced environment Data manipulation and analysis experience Contact center operations experience Amazon is an Equal Opportunity-Affirmative Action Employer Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

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