Sr Mger CS Expansion
Amazon.com
Luxembourg, LU
il y a 7j

At Amazon, we are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people.

We are looking for a dynamic, organized self-starter to help define the customer experience and plot the expansion planning needs for the Customer Service (CS) network supporting Amazon’s customers in Europe.

If you would like to help us build the place to find and buy anything online, this is your chance to make history.

This CS Senior Manager will serve as the single threaded customer experience leader working with the consumer business teams and the CS Operations teams in order to deliver a high-

quality customer experience for our customers. The role is highly collaborative requiring close alignments upstream and downstream on initiatives such as CS expansion planning and customer experience roadmaps for each country, to include the identification, prioritization, and execution.

This leader will work with business teams on CPU and concessions priorities and with CS operations teams on service delivery (i.

e. PRR and SLs) helping to coordinate a customer service network of CS associates located in several countries and supporting the customers buying on the new Amazon websites in EU.

In this role, the successful candidate will set the vision and direction for the CS network in order to expand the existing footprint strategically.

The position will also lead a team of customer experience program and project managers in order to continuously improve the customer experience, and will evolve into full operational ownership of the new marketplaces for CS

Leadership :

  • Set the strategy for the network expansion and execution
  • Be fully accountable for the network’s operational, financial, and experience goals (i.e. SL, PRR, CPU, KPU)
  • Regularly report out to the senior leadership and key stakeholders in an effective and concise manner
  • Have full ownership of the customer experience for the new OUs in the CS network, being the go-to person for anything related to customer service delivery for customers
  • Gain the trust of all key stakeholders on the business and operations teams and provide guidance to meet customer experience and operational goals
  • Proactively identify opportunities for innovation and invention, pilot the best ideas, and then implement broadly if proven to be advantageous
  • Drive process improvements and keep pace with our explosive growth while motivating others to meet the challenges of an extremely deadline-driven environment
  • Actively and effectively network with the other teams, including Retail, Transportation, D2, and all the CS support functions
  • Develop and drive strategies and programs in partnership with business leaders and stakeholders that improve the competitive position and profitability of the organization
  • Participate in business leadership meetings
  • Network Management :

  • Ensure superior customer operation and experience in the entire network
  • Expand virtual CS support in the new countries
  • Coordinate load balancing across different sites, both tactically and strategically (i.e., operational planning)
  • Implement innovative processes to optimize the channel mix, implement skill-based routing, and improve the service structure to the benefit of the customers
  • Ensure timely implementation of CS improvements that are launched in other OUs
  • Ensure a consistent customer experience for all languages served in each OU
  • People Management :

  • Lead and manage a team of Amazon CS managers and specialists
  • Effectively partner and build productive working relationships with direct reports, peers, senior leadership, stakeholders and other departments
  • Play a critical role in building management depth by providing guidance and mentoring to all levels of leadership within their organizational units, as well as serving as an outstanding role model
  • Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating managers;
  • planning, assigning and directing work; rewarding and disciplining managers; and facilitating effective conflict resolution

    Degree qualified (ideally in Retail, Operations, Supply Chain or related field)

    The ideal candidate will have a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma, and a keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence.

    Strong oral and written communication skills, as well as a strong technical and analytical aptitude

    MBA with business management or technology emphasis.

    Fluent English and a working knowledge of a second language to include : German / French / Italian or Spanish is preferable

    Experience managing complex, large programs with many customers and stakeholders, preferably in the logistics or supply chain.

    Excellent written and verbal communication skills.

    Superior analytical abilities; curiosity to dig several layers deep into metrics, have an innate desire to understand key drivers and whether they are the correct or best metrics to measure / manage the business or process.

    Experience in assessing market and business opportunities, defining business and feature requirements, coordinating feature development, and measuring results.

    Strong bias for action; ability to juggle multiple priorities and create a sense of urgency in a fast-paced, dynamic environment

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