Goodreads Expert Manager
Guapiles, Limon, CR
hace 3 días

Want to be part of creating innovative experiences for the largest community of readers? We’re hiring!

Job Description : The Goodreads Experts team supports our growing community of more than 80 million members and evangelizes our fun, energetic, literary brand.

As the Goodreads Expert Manager, you will work with the San Jose Experts team and teams across the Goodreads network to provide the best possible customer experience.

In this role, you will manage a team of Experts to achieve targeted service levels and metrics. You will own your team’s performance, including coaching, leadership development, goal-

setting, and individual development plans, and leverage the Goodreads Core Values to promote our unique culture.Role Responsibilities : · Manage and lead a team of 5-

20 Goodreads Experts, which may include Lead and other specialty roles that support our core team, in accordance with our high standards.

  • Analyze and report on team progress and customer experience to senior leaders, and use findings to drive success.· Lead and deliver high-
  • impact network projects across sites with minimal guidance.· Recruit and hire top talent, and implement staffing plans in partnership with the larger team.

  • Develop your team members’ skillsets, support further career growth, and maintain open channels of communication for feedback.
  • Maintain a high level of approachability and professionalism across the team.
  • Basic Qualifications :

  • Bachelor’s degree or 3+ years of L5 management experience at Amazon.· 3+ years of demonstrated success in leading a team of high-
  • performing individuals in an English contact center, shared services, or sales environment.· Excellent communication skills : you have proven examples of engaging multiple stakeholders and driving consistent expectations towards a shared goal.

  • Exemplary written and spoken English. Our literary members expect all communication to be at the highest standard.· Strong ownership of projects.
  • Sometimes this means building high-level strategic initiatives, sometimes this means rolling up your sleeves and diving into to help your team.

  • Passion for the Goodreads mission of helping members find their next great read.
  • Preferred Qualifications :

  • Experience in publishing, PR, social media, or customer service, especially handling sensitive or escalated contacts. Willingness to gain deep Goodreads product knowledge.
  • Experience working with international teams and collaborating across time zones.· Avid reader.
  • Qualified applicants with criminal histories will be considered in a manner consistent with all applicable local, state and federal laws, including the San Francisco Fair Chance Ordinance.

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