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Customer Success Team Manager

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Customer Success Team ManagerStellen-ID: | Amazon VCC GmbHJob summary
The Delivery Station Liaison (DSL) team provides outstanding Customer Service from within the heart of Amazon’s Delivery Stations. The team provides support to customers who have experienced a failed delivery and require an urgent reattempt, as well as reducing Customer effort by pre-emptively addressing delivery issues before the customer even knows there was a problem.

The DE DSL Team is looking for a Team Manager to support one of our regional teams. 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 working with stakeholders to implement solutions.

Key job responsibilities

  • Remotely lead a team of 17-25 DSL agents
  • Analyse performance and metrics. Join Weekly Business Review calls with Group and Operations Managers to report on performance and share action plans where required.
  • Coach agents to continuously improve performance
  • Audit customer contacts and take part in calibration sessions to ensure we maintain a high bar for customer interactions
  • Engage with stakeholders from Amazon Logistics through reporting and regular calls. Represent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery to customers
  • Join regular process improvement (“Gemba”) calls with DSL agents and peers
  • Travel to Delivery Stations (approx. 25% of time) to visit teams and build relationships
  • GRUNDQUALIFIKATIONENEducated to Bachelor’s Degree level or equivalent
  • 2-3 years of leadership and people management experience
  • Demonstrable experience in analysing metrics and developing action plans based on outcomes
  • Prior usage of Microsoft Office including Excel using tools such as Pivot Tables and lookups
  • Proven ability to make and implement decisions
  • Proven ability to build and leverage relationships quickly
  • Strong communication skills
  • Fluent in German and English
  • Comfortable and willing to work in a diverse environment, contributing to a diverse and inclusive workspace

BEVORZUGTE QUALIFIKATIONENExperience leading teams remotely and in a customer-facing environment

  • Second language to business level Dutch
  • Strong interest in hiring and developing people in their respective roles

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 ( ) to know more about how we collect, use and transfer the personal data of our candidates.


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