Amazon.com Services LLC

Group Manager, Delivery Station Customer Service

Amazon.com Services LLC

September 14, 2021

  • Bachelor’s degree and two years of experience managing managers.
  • Able to travel, both domestically and internationally, as required by business (~50% of time).
  • Demonstrated experience developing an Operational Plan and gaining the buy-in from direct reports and external stakeholders.
  • Experience managing a remote, distributed team.
  • Flexible to support a 24/7/365 operating environment and a fair rotating shift.
  • Data manipulation and analysis skills in Tableau and Excel.
At Amazon we're working to be the most Customer-centric company on earth and we are constantly improving how we fulfill and deliver customer orders. Our goal is to exceed expectations by continually striving to innovate and provide best in class customer support as we expand our logistics products and services. To improve the customer experience we established a group of delivery station based customer service associates that enable real-time, hands-on investigation of where a package is and how Amazon can get it to a customer as quickly as possible. Additionally, it provides customer access to local experts who can provide them the most accurate and up-to-date information about their packages and how Amazon is resolving potential delivery issues affecting them.
Shipping & Delivery Support (SDS) is looking for a Delivery Station Customer Support Group Manager to help pioneer this new method of customer service across the US in the Southwest region. Experience with operations management and process improvement is key. The ideal candidate should be comfortable making critical business decisions in the midst of ambiguity and use data to identify and prioritize opportunities. Developing positive working relationships and utilizing strong influencing skills across multiple stakeholders will be key to success in the role. In this role you will be managing a team of six Customer Support Team Managers who lead our In-Station Customer Support Associates across multiple Delivery Station locations in the Southwest region. This will require you to work with key support functions such as Delivery Station Operations Leaders, Program and Product Leaders, Recruiting, and Human Resources to review performance trends and identify opportunities to improve quality and service levels.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records
  • Master’s Degree or MBA.
  • 3-5 years of experience managing managers.
  • 1-2 years of program management experience.
  • Lean Six Sigma certified.
The pay range for this position in Colorado is $51,700 - 71,700. Our range of benefits may include health care, employee discounts, 401(k) savings plans, paid time off, and more. This information is provided per the Colorado Equal Pay Act. Base pay information is based on market location. Applicants should apply via Amazon's internal or external careers site.