Customer Service Manager
3 days ago
Company Overview: At Amazon, we are committed to providing exceptional customer experiences. As a Senior Customer Experience Director, 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 lead our India training delivery teams. This role involves managing 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.
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