SDS Team Manager, DSL

Description

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 have established a group of delivery station-based customer service associates that enable real-time, hands-on investigation of where a package is and how Amazon can get it to a customer as quickly as possible. Additionally, we provide 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.

Shipping & Delivery Support (SDS) is looking for a Delivery Station Customer Support Team Manager to help pioneer this new method of customer service in Greater Minneapolis. In this role, you will be managing a team of (15-20) In-Station Delivery 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, and you will be responsible for the overall performance and operational delivery of our In-Station Customer Support Associates across multiple Delivery Station locations in Minnesota, Iowa, Oklahoma, and Nebraska. 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 is a remote position, but this individual must be able to commute to and work from Amazon’s existing delivery stations and be willing to travel as needed (25% travel expected).

Key job responsibilities
Support a remote team and champion the following competencies:
- Drive Team Performance
- Bridge gaps between performance & goals weekly
- Performance Management
- Development of direct reports
- Build/maintain station relationships
- Deep Dive trends in data reporting
- Team Engagement
- Process Improvement
- Assist in DSL Projects/committees

Basic Qualifications

• Must be located in Greater Atlanta, Georgia
• 1 year of previous experience managing 20+ customer service associates in a customer service environment in contact centers and/or retail stores
• 1 year of previous experience implementing change management successfully transitioning programs into large scale operations.
• Experience leading teams in a remote environment
• Ability to travel 25% of the time
• Ability to work nights, weekends, holidays
• Working a Full-Time (40+ hours per week) schedule based on business need
• Performing the following tasks, with or without reasonable accommodation:
o Carry, lift, push and pull up to 49 pounds
o Frequently push, pull, squat, bend and reach
o Stand and walk during shifts lasting up to 12 hours
o Work in an environment where the noise level varies and can be loud (hearing protection will be provided)
o Work in an environment where the temperature may vary due to outside weather conditions and is not controlled

Preferred Qualifications

• A Bachelor’s degree or equivalent
• 2-3 years of leadership and people management experience
• Experience working in AMZL Delivery Stations, Sort Centers, Fulfillment Centers
• Strong, self-driven leader with demonstrated ability to proactively drive, manage and grow an operations team.
• Project management and people management skills
• Business sense and ability to create, communicate and achieve a vision
• Proven ability to solve complex problems
• 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


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.