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Amazon Corporate LLC D2AS CS Team Manager, Digital and Device Customer Service in Kennewick, Washington

Job summaryThe Device, Digital & Alexa Support (D2AS) vision is to create innovative support experiences for customers of Amazon's devices and digital products, through intelligent self-service solutions and a world-class tech support organization. With your help, Amazon associates will deliver world-class service to our customers.Amazon is looking for Team Manager based in Kennewick, WA who will lead and support a team of 15-20 Digital and Device Customer Service Associates.The number one priority for this role is to support the associates who will directly report to you. In this role you will be responsible for the coaching, development, performance and engagement of your associates. The role expects your people to be your exclusive focus and you will be tasked with supporting them and removing any barriers that prevent them from demonstrating the Amazon Contact Tenets on every contact.The ideal Team Manager understands that supporting people is the most critical role they perform. They provide a world-class experience for their team by being open, approachable, and engaging. In turn, Associates provide a world-class experience for our customers.Skill Requirements:Leadership:* Experience coaching or leading people* Understanding of effective coaching techniques* Ability to create and continually support people through individual development plans* Strong listening skills* Positive communicator who understands when necessary how to have tough conversations* Knows and communicates the Amazon mission, vision and strategy* Ability to confidently facilitate team discussions and communicate business messages* Maintains a high level of professionalism and approachability.* Confidence to interview and demonstrate understanding of performance and leadership performance bar and effectively apply to hiring decisionsDelivering Service* Knows Amazon process and policies at an expert level* Role model contact handling skills* Ability to review contacts to identify WOW moments and opportunities to support associates with coachingDeliver Results:* Ability to use data and insights to identify system issues and develop team members.* Strong time management and organizational skills* Completes tasks on time to a high quality standard* Takes action on issues and opportunities raised in team Gemba* Helps associates understand the performance bar and supports them to reach it* Drives team engagement and actions through Connections results and insightsAbout our rewardsWe'll expect you to go the extra mile, but we'll also make sure you're well rewarded. As well as a competitive salary and stock units we offer a host of other benefits.If you thrive in a challenging and fast-paced environment, you'll meet your match with us, as you will be part of a vibe of constant improvement, where the things you do one moment, you will not necessarily be doing 6 months later. We don't like to sit still, which is why we always treat every day like the first day. A day to make more good things happen for our customers. It's that kind of spirit that drives our success now and keeps us ahead of the competition in the future. And you could be part of it. It's as simple as this: Work Hard. Have Fun. Make History.Key job responsibilitiesYou will be responsible for using quantitative and qualitative data to identify opportunities to coach your people and celebrate their success. As a single threaded leader for your people you will take care of all elements of your associate's satisfaction and engagement at work, including communication and management of their scheduling, ownership of their payroll and taking action on issues arising in your team Gemba. As a leader you will be an expert in articulating the Amazon mission and deeply understand the expectations of the Amazon Contact Tenets; you will ensure your peopl