Senior CS Site Lead, Amazon Customer Service

The Senior CS Site Lead will be responsible for setting the vision and direction of our teams in South Africa. You will lead a large team of associates to improve customer experience, increase productivity and maintain service levels. The contact center provides support to North American, European and South African business units in email, phones and message

Us contact mediums. This is a senior-level management position that is fully accountable for the results of the reporting teams at the customer service center.

This position requires demonstrated L6/L7 leadership experience given the strategic scope and senior stakeholder engagement involved.

Key job responsibilities
- Responsible for the overall direction, coordination, and evaluation of the teams under management.
- Understands and demonstrates Amazon’s core values and Leadership Principles.
- Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures.
- Mentors others in developing Leadership behaviors.
- Hires, manages, and develops high performing teams. Identifies individual strengths of team members and actively fosters career advancement within Amazon.
- Actively seeks to understand Amazon core business values and initiatives, and translates those into everyday CS practices.
- Works with the Director - Service Delivery to determine strategy to achieve overall site/CS ZAF goals and vision.
- Shapes the direction of the team, keeps them focused and motivated to deliver the right results.
- Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making.
- Understands how to position the organization for success.
- Effectively applies best practices to all strategic decisions.
- Solves complex customer service issues by proactively identifying and eliminating root cause barriers to accuracy, productivity, and quality.
- Maximizes resources for the greater good of the organization.
- Maintains a complete and thorough understanding of technical systems in a complex automated customer service center.
- Implements change or develop new processes as necessary to provide the ability to better service multiple work types.
- Continually measures and evaluates all work processes using Kaizen, Lean, DMAIC, and other improvement methods.
- Develops and achieves performance goals and objectives in order to deliver an exceptional customer experience.
- Demonstrates ability to dive deep to include root cause analysis and develop action plans in support of driving process improvements and keep pace with our explosive growth while motivating others to meet the challenges of a performance based culture in an extremely deadline-driven environment.
- Demonstrates ability to influence, manage, and present ideas via clear written and oral communication.
- Demonstrates emotional maturity and grace under pressure in all communications. Builds positive productive relationships with many stakeholders and partners around the world.
- Overcomes time zone and geographic distance to drive cross functional initiatives and ensure compliance with business policies.
- Deals with the complexity of multiple lines of business and regions.
- Demonstrates flexibility in work hours based on business need.

BASIC QUALIFICATIONS

- Experience working in a fast-paced, rapidly changing operations environment
- Experience in leadership and employee development with familiarity with technical systems
- Bachelor's degree or equivalent, or 2+ years of professional experience

PREFERRED QUALIFICATIONS

- 8+ years of operations management experience
- Bachelor's degree or equivalent, or experience in written and oral communication, including the ability to communicate with all levels in the organization (technical, business, executive)
- Bachelor's degree or above in Operations, Business, Project Management or Engineering

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas.

In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

Our inclusive culture empowers Amazonians to deliver the best results for our customers.