CNS Group Manager

Amazon.com Services LLC Huntington, WV

About the Job

Job summary
Amazon is looking for Group Manager who will have responsibility for up to 90 associates and direct line management of 4-6 Team Managers.



The number one priority for this role is to ensure that associates are supported to deliver a world class experience. The role will require you to ensure your Team Manager priorities remain focused on supporting their associates. To enable Team Managers to focus on supporting their people, you will oversee the operational delivery of the teams you lead. Additionally, this role is based at a physical site, and it will require someone who can engage and motivate a team in a fast-paced customer service environment.



The ideal Group Manager ensures that Team Manager priorities and tasks are aligned to supporting associates apply the Amazon Contact Tenets. To achieve this, an ideal Group Manager coaches and supports their Team Managers to build a work environment where associates are engaged and feel a positive sense of achievement about their role in delivering world class service.

You will be responsible for the overall performance and operational delivery of your teams, this will require you to work with key support functions such as Capacity Planning and Quality Assurance to review performance trends and opportunities and take continual action to improve the service level and quality of performance. You will be an escalation point for your Team Manager and their people to take action on issues or barriers impacting the customer experience and will lead Kaizen events to solve people or customer issues. You will represent your team in the wider business, being accountable for creating the input, actions and representation of team performance in standard meeting routines such as metric calls. You will also be a key partner for business teams when operational points of contact to co-ordinate launches, messaging or reviews are required.

BASIC QUALIFICATIONS

· Bachelors degree or 3+ years of experience in a related field.
· Fluent English in written and oral communication, and familiarity with language use specific to the United States culture.
· Exceptional analytical and interpersonal skills
· Advanced working knowledge of MS Office, Strong proficiency in Microsoft Excel
· Excellent managerial and leadership skills key to managing a team
· Should be comfortable with a multi-tasking in a high-energy environment.
· Should be creative and analytical problem solver with a passion to provide excellent customer service
· Demonstrated ability to work in a team in a very dynamic environment
· Should be competent in influencing and managing change
· Demonstrated decision making skills

PREFERRED QUALIFICATIONS


· MBA
· Knowledge of Six Sigma/Lean processes
· Absolute passion for ensuring a great customer experience
· Ability to work in an ambiguous, fast paced environment
· Data manipulation and analysis experience



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.