Description Shipping & Delivery Support (SDS) is looking for a Team Manager to support our growth within MNL and help support for our growing transportation customer segments. In this role, you will be managing a team of Customer Support Associates and be responsible for the overall performance and operational delivery of your team. This will require you to work with key support functions such as SDS leaders, 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 preferred 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. Key job responsibilities • Excellent ability to solve customer service issues and demonstrate passion for delivering a positive customer experience. • Developing and achieving performance goals and objectives in order to achieve customer promise expectations ensuring accuracy and quality. • Accountable for creating a high performance team resulting in a world class customer experience. • Develop a team of 20 or more associates. Responsible for the overall direction, co-ordination, motivation and evaluation of the team. • Carry out supervisory responsibilities in accordance with Amazon policies and procedures. • Regular review of team metrics to uncover associate opportunities and develop plans to improve team performance. • Implement action plans to resolve performance barriers • Understanding the use of Customer Service and Company systems and understanding and control of department functions and procedures. • Development, analysis and improvement of new strategies and procedures. The Manager will have the ability to develop, plan and implement short- and long-range goals. • Basic project development, management and implementation at the site and network level. Basic Qualifications External Candidates • Bachelor’s degree from an accredited university. • Over 2 years of people leadership experience, managing teams of 15–20 associates. • Background in Customer Service, Sales, Logistics, or Collections. • Fluent in English, with strong communication skills. Internal Candidates • Blue Badge employee with at least 1 year tenure in Amazon CS. • Must have an overall scorecard average of >4.00 or up (Scorecard Metrics, depending on your workgroup will include, DSR, RAP, CCXOS, ACHT, QA, Attendance) in the last 12 weeks. Preferred Qualifications External Candidates • Possess an MBA or Master’s degree. • Proficient in Six Sigma and Lean Process Improvement methodologies. • Advanced computer skills, including expertise in Microsoft Excel for data analysis and reporting. • Strong understanding of project management methodologies. Internal Candidates • Minimum of 2 experience as [A] Team Manager within Amazon Customer Service. 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.