Description
Amazon’s D2AS Mass Action Recovery Support (MARS) team acts as the centralized communications liaison between Amazon’s Recovery teams, Business teams and Amazon’s customers. The MARS team’s mission is to help prevent contacts to Amazon by executing bulk actions on accounts and communications to customers impacted large scale issues. MARS is responsible for communicating to millions of customers each year across more than 20+ languages and owns all bulk actions for D2AS such as large scale physical and digital order refunds, cancellations and more.
Do you want to join a team focused on critical communication and play a role in the decision-making processes that restore/retain customer trust? Are you a passionate learner willing to relentlessly Deep Dive into data sets and partner with business analysts advocates across leadership and business teams? Do you thrive in a fast-paced culture where customer obsession and the ability to think on your feet are highly valued?
The MARS team (based in Ireland, US and Philippines) is looking for an Ireland-based Manager to help support and shape the future of our growing Bulk Action & Communications team. As a Manager, you will be the local lead for a growing team of CS Program Specialists. In this role, you will be responsible for their performance, development, coaching and engagement with the wider team. You will support your people in raising the bar within their role by removing barriers that prevent them from completing their work to the highest standard. You contribute to the continuous development of a collaborative and supportive team environment that requires strong communication to succeed. You will be the point-of-contact for your team members supporting escalations and ambiguous issues that will require strong research and high level of ownership.
This is 5 day per week in-office role (based out of ORK1, Cork, IRL) in alignment with RTO requirements.
You must have ability to work flex shifts and OT on an as-needed basis to support high severity issues (which may include evenings, weekends, or holidays).
Key job responsibilities
* Provide direction and leadership to a team of ~6 Program Specialists to execute and ensure mechanisms are implemented to track progress.
* Lead and guide team members in facilitating of bulk recovery actions and communications on behalf of the Amazon’s Digital, Device, and Alexa Services (D2AS) org.
* Collaborate with the team’s L6 and L5 managers on the team’s operations and programmatic vision.
* Support or lead recruiting and hiring efforts across the direct team and broader organization.
* Lead by example through relentlessly advocate on behalf of the Program Specialists you manage, the team, and our customers.
* You will prepare strategic recommendations, roadmaps and program updates to senior management for the team.
* Drive quarterly and annual goals around improving quality metrics, support the improvement
* Conducting performance improvement efforts by coaching, using metrics to identify needs, and implementing short- and long-term action plans to guide progress
* Be a visible and vocal role model across the wider business for Amazon’s customer-centric culture, championing D2AS’s needs and using data and technology to anticipate and exceed them
About The Team
The MARS team works on challenging problems where the solutions have to be correct on the first action. As such, we have a collaborative team environment where people can learn, openly ask of support from their colleagues or LT alike and feel like they’re developing in an enjoyable way while handling difficult tasks.
The team is moving to 24/7 model where the hours of coverage are split between team members based in Ireland and the US. We seek to promote work/life balance and flexibility by making shift patterns that take individual preferences/needs into account through open communication from our team members to managers.
Basic Qualifications
* Bachelor degree in relevant field.
* Experience with Word, Microsoft Access, and other Office Suit Programs for Data and Program management work.
* Intermediate Excel skills for data manipulation (vlookups, pivot tables, conditional formats, etc.).
Preferred Qualifications
* Work experience in team management in customer service or program management.
* Coaching and performance management experience in a customer service or program team environment.
* Experience in leading team members as a cohesive unit to accomplish a task.
* Work experience in quality programs and raising standards for teams/groups/specific roles.
* Experience optimizing for short-term execution while planning for long-term technical capabilities.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Company - Amazon Ireland Support Services Limited - A94
Job ID: A3044258 #J-18808-Ljbffr