D2AS Global ML Group Manager
Lagunilla, CR
hace 3 días

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online.

By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-

class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA.

The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.

Are you relentless in the pursuit of top-performance, eliminating waste, identifying root causes and implementing creative process improvements?

Are you and exceptional manager with proven management experience? Does the thought motivating and being responsible of a team of driven, customer-

obsessed associates and team managers excite you? If so, you may have what it takes to succeed as an Amazon D2AS Multilingual Group Manager.

The D2AS Multilingual Group Manager is responsible for the overall direction, coordination, quality and productivity of contact center operations.

This position requires a candidate who has the ability to drive process improvements, and keep pace with our growth while motivating others to meet the demand of an extremely customer focused and metrics driven environment.

People Management Responsibilities :

Take hold and manage teams of 5 7 D2AS ML Team Managers and 60-75 Technical Customer Service Associates; responsible for the overall direction and performance of the teams.

  • Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures. Additional responsibilities include interviewing, training and motivating employees;
  • planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.

    Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.

    Manage the career growth and development of the D2AS Manager team by driving focus on Amazon's Core Values. Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as a role model.

    Leading site level initiatives, primary owner of a functional responsibilities that impact overall site and may require interface with other sites in network.

    Project Management Responsibilities :

    Solving complex customer service issues and proactively preventing negative service trends.

    Identifyig 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 promise expectations.

    Managing workflow, escalations and effectively delegating workload across the leadership team.

    Participating in business management meetings; developing and driving strategies and programs, which improve the competitive position and profitability of the organization.

    Driving creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean / Kaizen activities, and other Change / Six Sigma initiatives.

  • Bachelor’s degree (in related field)
  • 5+ years’ experience in Operations (Call center) with progressively increasing responsibility
  • Advanced knowledge of Excel and reporting tools (Tableau, Heartbeat, etc)
  • Project Management experience
  • Fluent English skills are required for this role
  • Demonstrated ability to build, develop, direct, and manage a group of 4 6 Direct reports and 40 80+ indirect reports
  • Direct experience in Contact Center Operations (Customer Service, Technical Support L1 / L2 / L3)
  • Experience managing core business KPI’s (call center related)
  • Knowledge of Six Sigma / Lean Processes / Operational excellence
  • Ability to be flexible in shift assignments and work areas, including nights and weekends
  • Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills desired.
  • Ability to function in an ambiguous, fast paced work environment
  • Master’s degree (in related field) or MBA will be a plus
  • Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical / statistical tools to drive quality and process improvement
  • Ability and desire to relocate within Amazon Buildings in SJO to take advantage of future growth opportunities
  • Strong communication and presentation skills
  • Leadership experience leading front line managers
  • Fluent Portuguese skills are a plus for this role
  • Amazon is an Equal Opportunity-Affirmative Action Employer Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

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