Amazon's mission is to be Earth's most customer-centric company. We work towards a single goal: to deliver the best possible experience for our customers. To accomplish this, the Executive Customer Relations (ECR) team within the Digital, Device, and Alexa Support (D2AS) business is looking for a Team Manager to support a growing India-based team. ECR’s vision is to provide unrivaled support that enables customers to maximize their experience and trust with Amazon, its devices, and digital services. The team handles highly-complex issues around these product lines which can create reputational or regulatory risks, and damage trust in the Amazon brand. Our specialists are experts of restoring customer trust –delighting them with personal and peculiar experiences. We examine and celebrate customer anecdotes, and provide meaningful insights to our stakeholders to focus on the right solutions, features, and designs. The team is a role model within the Customer Service org, ensuring that problems are resolved not just for an individual, but for all customers.

As an ECR Team Manager, you will set the vision, direction, and culture of the India-based team by driving real-time operations, improving processes and motivating a team of customer-obsessed specialists. On a day-to-day level, you will support specialists in resolving egregious customer experiences, and create durable solutions that affect customers everywhere. You’ll identify and eliminate barriers to productivity through real-time support and regular 1-on-1s, and enable growth through developmental coaching and performance management. You’ll manage tactical operations through live monitoring, data analysis and business reporting. At a strategic-level, you’ll be singularly focused on delivering a world-class customer experience.

Department: Customer Service (CS)
Location: Tokyo office, Remote (Virtual) in Japan

Key job responsibilities
- Building a safe, productive, high-performing and inclusive work environment.
- Leading a team of approximately 10 specialists; managing the team’s performance against established service level and quality goals.
- Providing real-time support and guidance for highly-escalated customer issues.
- Planning, assigning and directing work at daily- and weekly-levels to meet business needs. Scheduling headcount and performing capacity planning at monthly-levels.
- Enabling team members to grow through developmental coaching. Performance managing where necessary. Mitigating and resolving conflict.
- Appraising performance for performance review and other intra-year reviews.
- Hiring and developing above-the-bar talent. Leading with empathy and empowering team members to have fun at work.
- Communicating and ensuring compliance with policies. Coordinating training for the team.
- Adapting and leading the team through in tooling, circumstances, direction, and strategy.
- Researching individual escalations and analyzing larger datasets (10K+ cases) to identify process improvement opportunities and highlights.
- Initiating and executing outward- and inward-facing process improvement initiatives, usually by working with cross-vertical stakeholders such as software developers, product managers and corporate counsels. Successfully completing leadership-assigned projects.
- Championing and supporting initiatives initiated by team members, including ones stemming from escalations.
- Preparing and facilitating business review sessions with team managers and leadership team to showcase and discuss the team's performance.
- Serving as a role model by displaying good judgment, positive work ethic, strong interpersonal skills, adherence to company policies and a commitment to excellent customer service.

We are open to hiring candidates to work out of one of the following locations:

Tokyo, 13, JPN | Virtual Location - JPN