SDS Team Manager DSL Jobs in Across India at Amazon

Last Updated: Sep 12, 2021 05:10 IST


Company Name
Job title
SDS Team Manager DSL
2-5 Years
Not Mentioned

Job Profile


Delivery Station Liaison Team Manager

At Amazon we're working to be the most Customer-centric company on earth and we are constantly improving how we fulfill and deliver customer orders. Our goal is to exceed expectations by continually striving to innovate and provide best in class customer support as we expand our logistics products and services. To improve the customer experience we are establishing a group of delivery station based customer service associates that enables real-time, hands-on investigation of where a package is and how Amazon can get it to a customer as quickly as possible. Additionally, it provides customer access to local experts who can provide them the most accurate and up-to-date information about their packages and how Amazon is resolving potential delivery issues affecting them.

Shipping & Delivery Support (SDS) is looking for a Delivery Station Customer Support Team to help pioneer this new method of customer service across India. In this role, you will be managing a team of (15-20) In-Station Customer Support Associate who provide local customer service for Amazon Customers serviced by Amazon Logistics Delivery Stations. Your team of associates will be based across multiple locations in your region. In the role you will be responsible for the overall performance and operational delivery of your team of associates at each location, this will require you to work with key support functions such as Delivery Station Operations, Program Managers, Recruiting, and Human Resources to review performance trends and opportunities and take continual action to improve the service level and quality of performance. Experience with operational management and process improvement is an asset and you should be comfortable with making decisions in the midst of ambiguity. Developing positive working relationships with your team and collaborating across multiple teams will be important for success in this role. This individual must be able to commute to and work from one of Amazon's existing delivery stations in India and be willing to travel regionally as needed.

Are you passionate about motivating and developing a team of driven, customer-obsessed associates? Do you love to dive into systemic issues and develop solutions to challenging problems? If you answered yes to both these questions we have the career for you! Amazon is looking for a Team Manager who will have responsibility for approximately 17 to 25 associates.

The number one priority for this role is to ensure that associates are supported to deliver a world class experience. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations/goals, maintaining focus on improving customer satisfaction, and identifying customer impacting issues and implementing dynamic solutions.

The ideal Team Manager understands that supporting their people is the most important role they perform. To achieve this they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them and invests time in developing their people to feel supported to become legends! They build an inclusive work environment where associates are engaged and feel a positive sense of achievement about their role in creating world class service.

Successful candidates will demonstrate:

. Effectiveness in developing a large team of customer service associates.
. Ability to engage team members in group discussions
. Understanding of effective coaching techniques
. Ability to support people through individual development plans
. Proficient listening and overall communication skills
. Positive communicator who is sensitive to having difficult conversations to motivate associates to engage our customers in a positive style
. Ability to confidently facilitate team discussions and communicate business messages
. Demonstrates a high level of professionalism and is approachable
Operational Delivery:
. Time management and organizational skills
. Completes tasks on time to a high quality standard
. Takes action on issues and opportunities raised in team Gemba discussions or continuous improvement initiatives
. Helps associates understand the performance bar and supports them to reach it
. Develops and achieves performance goals and objectives in line with the network wide vision and goals
. Encourages team engagement


. A Bachelor's degree or equivalent.
. 2+ years' experience managing 25+ customer service associates in a customer service environment in contact centers and/or retail stores.
. 2+ years of experience implementing change management successfully transitioning programs into large scale operations.
. Excellent written and verbal communication skills both remotely and face to face.
. Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
. Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
. Proven ability to solve complex problems - proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives conduct root cause analysis refer to long term plans and goals prioritize key factors act decisively, promptly and confidently.
. Previous experience managing individual contributors in a customer service environment, experience within a contact center preferred.
. Previous experience implementing change management successfully transitioning programs into large scale operations.
. Proven ability to make and implement decisions.
. Proven ability to build relationships quickly.
. Fosters a positive team environment and collaboration within the site.
. Easily approachable, cooperative, and a team player, easily gains the trust and support of associates, supervisors and peers.
. Ability for flexible working shifts, weekends, and holidays.
. Travel as need across your network of Delivery Stations (20-35%).

. 2-3 years of leadership and people management experience.
. Delivery Station experience is preferred.
. Strong, self-driven leader with demonstrated ability to proactively drive, manage and grow an operations team.
. Strong project management and people management skills.
. Strong business sense and ability to create, communicate and achieve a vision.
. Experience driving improvement, innovating new processes and driving out waste.
. Six Sigma knowledge or similar models such as Lean are advantageous.
. Comfortable working in a diverse group and contributing to an inclusive culture.

"Amazon is an Equal Opportunity Employer - Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age"

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Key skills
Internet/ E-commerce
DESCRIPTION Delivery Station Liaison Team Manager At Amazon we're working to be the most Customer-centric company on earth and we are constantly improving how we fulfill and deliver customer orders. Our goal is to exceed expectations by continually
Last Date

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