AWS- CS Operations Manager, Customer Support Operations
Amazon
Flores, CRI
hace 4 días

Job summary

Amazon.com was recently voted #5 most admired company in the US, #1 most innovative, and # 1 in Customer Service. Amazon’s technology business has a history and tradition of leading the world in Web-related technologies and services.

Now, with Amazon Web Services (AWS) you have the chance to help individuals and businesses take their computing infrastructures and applications into the Cloud .

As a member of the AWS Support team, you will be at the forefront of Cloud technologies with interactions across the full breadth of AWS services.

You will be surrounded by people who are smart, passionate about cloud computing, and believe that world class support is critical to customer success.

The AWS Support team is both a self-standing P&L and a critical operational function with the ability to drive Free Cash Flow and a world class customer experience.

We have a team of talented technical customer service associates, support engineers and software developers located in 9 locations around the world.

AWS has an opening for an Operations Manager, Customer Service, based in Costa Rica.

We are seeking a Customer Service leader with strong operational, leadership, and strategic thinking ability that will deliver the global standard in customer service for the technology industry.

The leader will envision and execute the basic support and customer service roadmap for AWS by incorporating best-in-the-world customer centric and excellent operations skills to drive continuous improvement to the AWS platform.

The leader will significantly contribute to the success of AWS by strategically leveraging customer feedback, driving continuous improvement through contact reduction and building customer service support operations world-wide.

Key job responsibilities

Current Scope Responsibility

  • Managing a team of 100-150 builders and 6 TCSM II Managers (L5s )
  • Attending Weekly Monthly and Quarterly Business Reviews
  • Responsible for reporting WF, Capacity and recruiting updates for Core and Core Plus profiles
  • Will participate in Global efforts
  • Will independently manage multiple business services teams. able to assess IC and manager performance and have experience managing both high and low performers.
  • take effective action addressing employee concerns. are able to hire, develop, and promote ICs and managers (up to level 5).

  • help to define the strategic vision for your team, partnering effectively with stakeholders (e.g., account, sales, engineering support, service teams, etc.
  • establish an operational framework and successfully deliver business services to Amazon customers.

  • are able to systematically audit that the right tools and methodologies are used to help the customers.
  • team has an effective support and customer management process and consistently delivers results with minimal incidents and disruption.
  • delegate appropriately, assigning the right level of tasks based on the strength and development objectives of the individuals on your team.
  • Day to Day

    You drive mindful discussions that lead to crisp decisions. You carefully consider short-term solutions and make sure their impact on long-term operations is properly assessed.

    When proposals appear to increase customer effort, employee process steps / bureaucracy, or impair future automation, you recommend additional reviews to minimize complexity.

    You help your teams discern which customer or Amazon internal asks or escalations are essential, can be triaged, as well as which can be omitted altogether.

    About the team

    You help your team balance and plan the delivery of proactive and reactive work. You determine which initiatives move forward and in what priority order.

    You may personally coordinate discrete segments of cross-functional work (e.g., solutions to optimize or automate service offerings) or you may work with (delegate) that responsibility to a PM (from the wider team) or to an employee on your team considering those positions.

    You do not allow automation to be de-scoped to a less than acceptable solution. You structure efforts to reduce customer exposure to classic failure modes (e.

    g., long term support complexity, ineffective team collaboration, downstream resourcing or financial impacts). You drive the adoption of operational excellence best practices.

    You advocate for efficiency, reasonable schedules, and when needed, will readjust priorities to ensure the right customer and Amazon business outcomes.

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