Description

Amazon's mission is to be Earth's most customer-centric company. We work towards a single goal: to deliver the best possible experience for our customers. To accomplish this, the Executive Customer Relations (ECR) team within the Digital, Device, and Alexa Support (D2AS) business is looking for a Team Manager to support a growing India-based team. ECR’s vision is to provide unrivaled support that enables customers to maximize their experience and trust with Amazon, its devices, and digital services. The team handles highly-complex issues around these product lines which can create reputational or regulatory risks, and damage trust in the Amazon brand. Our specialists are experts of restoring customer trust –delighting them with personal and peculiar experiences. We examine and celebrate customer anecdotes, and provide meaningful insights to our stakeholders to focus on the right solutions, features, and designs. The team is a role model within the Customer Service org, ensuring that problems are resolved not just for an individual, but for all customers.

As an ECR Team Manager, you will set the vision, direction, and culture of the India-based team by driving real-time operations, improving processes and motivating a team of customer-obsessed specialists. On a day-to-day level, you will support specialists in resolving egregious customer experiences, and create durable solutions that affect customers everywhere. You’ll identify and eliminate barriers to productivity through real-time support and regular 1-on-1s, and enable growth through developmental coaching and performance management. You’ll manage tactical operations through live monitoring, data analysis and business reporting. At a strategic-level, you’ll be singularly focused on delivering a world-class customer experience.

Department: Customer Service (CS) (https://www.amazon.jobs/jp/business_categories/amazon-customer-service)

Location: Tokyo office (https://www.amazon.co.jp/b?node=5589794051) , Remote (Virtual) in Japan (https://www.amazon.co.jp/b?node=5651340051)

Key job responsibilities

• Building a safe, productive, high-performing and inclusive work environment.

• Leading a team of approximately 10 specialists; managing the team’s performance against established service level and quality goals.

• Providing real-time support and guidance for highly-escalated customer issues.

• Planning, assigning and directing work at daily- and weekly-levels to meet business needs. Scheduling headcount and performing capacity planning at monthly-levels.

• Enabling team members to grow through developmental coaching. Performance managing where necessary. Mitigating and resolving conflict.

• Appraising performance for performance review and other intra-year reviews.

• Hiring and developing above-the-bar talent. Leading with empathy and empowering team members to have fun at work.

• Communicating and ensuring compliance with policies. Coordinating training for the team.

• Adapting and leading the team through in tooling, circumstances, direction, and strategy.

• Researching individual escalations and analyzing larger datasets (10K+ cases) to identify process improvement opportunities and highlights.

• Initiating and executing outward- and inward-facing process improvement initiatives, usually by working with cross-vertical stakeholders such as software developers, product managers and corporate counsels. Successfully completing leadership-assigned projects.

• Championing and supporting initiatives initiated by team members, including ones stemming from escalations.

• Preparing and facilitating business review sessions with team managers and leadership team to showcase and discuss the team's performance.

• Serving as a role model by displaying good judgment, positive work ethic, strong interpersonal skills, adherence to company policies and a commitment to excellent customer service.

We are open to hiring candidates to work out of one of the following locations:

Tokyo, 13, JPN | Virtual Location - JPN

Basic Qualifications

• 1 year of experience as a people manager at Amazon, or 2 years of experience in full-circle process mentoring (onboarding, training and on-the-job support).

• 2+ years of experience in initiating and executing customer-facing process improvement initiatives, in partnership with cross-team stakeholders.

• 1+ year of experience in presenting business reviews or projects to direct leaders, or Leadership team stakeholders.

• Intermediate knowledge of MS Excel (visual reporting, common formulae, Pivot tables). Experience in using data to improve operational and programmatic outcomes.

• 1+ year of experience in handling escalations from external (from sellers, customers, vendors) or internal (PXT, site leadership, stakeholder) sources.

• Proficiency in Japanese and English language

• Must be in good standing at time of application and throughout application process.

Preferred Qualifications

• 2+ years of experience in supporting customers with technical products, such as Amazon-branded devices and digital services.

• Ability to create Tableau-based dashboards based on existing data sources.

• Lean Six Sigma Green Belt or above; 2+ years of experience in LSSGB methodologies for operational excellence.

• MBA/PGDM/Masters in operations management, HR, project management, engineering, management science or international business.

• PRINCE2® Foundation or CAPM certification.

• Professional-level fluency in any foreign language.

• 1+ year of experience in using data visualization software such as Tableau, Power BI and QuickSight.

• Bachelor’s degree in any discipline from an accredited university/autonomous institution.

• Flexibility in work hours based on business demands and customer needs.

Please check the website below for measures to eliminate unwanted second-hand smoking in each facility:

https://www.amazon.jobs/en/landing_pages/passivesmoking

就業の場所における受動喫煙を防止するための措置に関する事項については、下記リンク先をご覧ください。

https://www.amazon.jobs/jp/landing_pages/passivesmoking

The salary information can be provided individually prior to the 1st interview

賃金に関する条件は、１次面接の前に個別にご案内することができます