D2as Group Manager, D2as - Provincia di Trieste, Friuli-Venezia Giulia, Italia - Amazon Dev Center India - Hyderabad

Descrizione

Ability to stay focused and keeps up with our continuous and fast-paced growth

• Demonstrate ability to be a strong team player, behaves like an owner, and ultimately focused on delivering results with high standards
• Ability to demonstrate consistent effort, intense commitment, and willingness to go above and beyond when needed
• Ability to take initiative without being asked to. Plans efficiently while avoiding analysis paralysis
• Strong communication skills as well as a strong technical and analytical aptitude are required
• Must be comfortable in a fastpaced, multitasked, highenergy environment and will display creative and analytical problem solving with an unrelenting passion for excellent customer service
• Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of an extremely customerfocused and metrics driven environment
• Ability to be a cost owner and drive cost effective measures in the department and across the organization
• Ability to manage and drive process related automation with technical team where needed

Overview:


Summary and Responsibilities:

If you have an innovative mind and are passionate about driving process improvement and motivating a team of driven, customer-obsessed associates and Technical Support Managers, all while analyzing systemic issues and implementing solutions to challenging problems, zeal to set up new sites and improvise new processes, we have the career you're looking for
Key responsibilities include
People Management

• Handle a team of 58 Team Managers and 100 Technical Support Associates; responsible for the performance of the teams
• Ability to set the vision and culture of the team by handling individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets
• Carry out supervisory responsibilities in accordance with Amazon's policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning and assigning work; rewarding and reviewing employees; and effective conflict resolution
• Handle the career growth and development of the Technical Support team by driving focus on Amazon's Leadership Principles
• Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments

Operations and Project Management

• Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team
• Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives
• Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization
• Works to build and maintain customer trust
• Solving complex customer support issues and proactively heading off negative service trends.
• Identifying and eliminating root cause barriers to accuracy, productivity, and quality
• Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures
• Developing and achieving performance goals and objectives in order to achieve customer support expectations
• Basic Qualifications
• Ability to stay focused and keeps up with our continuous and fastpaced growth
• Demonstrate ability to be a strong team player, behaves like an owner, and ultimately focused on delivering results with high standards
• Ability to demonstrate consistent effort, intense commitment, and willingness to go above and beyond when needed
• Ability to take initiative without being asked to. Plans efficiently while avoiding analysis paralysis
• Strong communication skills as well as a strong technical and analytical aptitude are required
• Should be comfortable in a fastpaced, multitasked, highenergy environment and will display creative and analytical problem solving and is passionate about excellent customer service
• Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of a customerfocused and metrics driven environment
• Ability to be a cost owner and drive cost effective measures in the department and across the organization
• Ability to handle and drive process related automation with technical team where needed

Virtual Location - TS

• Bachelor's degree, MBA is a plus
• 35 plus years' experience with Customer service/ Technical Support would be an added advantage
• 710 years of overall experience and 45 years of supervisory exposure including managing managers.
• Advanced computer skills using a variety of programs highly desired
• 24/7/365 availability, including willingness