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Senior Customer Experience Director

1 month ago

London, Greater London, United Kingdom Amazon Full time
Job Title: Customer Service Manager

Company Overview: Amazon is a dynamic and fast-paced company that is always looking for ways to improve our customer experience. As a Customer Service Manager, you will play a critical role in leading our training delivery teams to ensure that our customer service representatives are equipped with the necessary skills and knowledge to deliver world-class customer experiences.

About the Role: We are seeking an experienced professional to manage our India training delivery teams. This role involves overseeing a large team of trainers and support staff who deliver thousands of trainings to our global workforce annually. You will be accountable for the quality, productivity, and management of all new-hires in their first weeks at Amazon.

Responsibilities:
  • Partner closely with Workforce Staffing, Capacity Planning, and Operations to ensure new-hires are trained and ready to support customers.
  • Establish and achieve customer service quality goals for trainees over their first 300+ contacts.
  • Improve global trainer productivity by eliminating waste and developing mechanisms.
  • Report to senior leaders on training completion, quality, and productivity.
  • Develop emergency response mechanism to provide on-demand training services 24/7/365.

Requirements:
  • 10+ years' experience in Customer Service operations, training, or program management.
  • Experience supporting large and distributed employee work groups regionally, including a remote workforce.
  • Expert in the principles and processes of an inbound contact center.
  • Bachelor's Degree

Salary: The estimated salary for this role is $120,000 - $180,000 per annum, depending on experience.