Shipping & Delivery Support (SDS) is looking for a Delivery Station Customer Support Team Manager to help pioneer this new method of customer service in the Greater Chicago Area. 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. 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).
Must be located in one of the following areas:
Sacramento, CA
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
• 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
• Must be located in the Greater Sacramento Area
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.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $47,500/year in our lowest geographic market up to $71,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.