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A Shipping and Delivery Support Executive Customer Relations Manager sets the vision, direction, and culture of their team by strategically driving process improvement, motivating a team of leaders and exceptionally driven, customer-obsessed executive customer service associates, while maintaining singular focus on ensuring and improving a world-class customer experience. They manage the strategic and non-production duties of the team interfacing with Amazon Executives, Legal, PR, and other senior leaders, high complexity team and network projects, and highly sensitive customer interactions.Key Responsibilities:People Management: Successful leadership and development of a team of executive escalation specialists. Identification and elimination of barriers to accuracy, efficiency, and quality within the team. Maintain the team in accordance with Amazon.com's policies and procedures including effective staffing, work planning, corrective action and conflict resolution. Lead team communications regarding metric results, policy adherence, and process consistency. Enable a self-driven, customer-focused and innovative team. Recruit and hire seasonal and regular workforce as needed. Mentor/train newly hired managers.Project Management: Create solutions for complex SDS customer service issues and become proactive in resolving negative service trends. Identify, own, and champion medium to high complexity cross-departmental initiatives. Develop expertise in internal systems, departments, policies, and procedures. Develop, analyze and improve strategies and procedures. Able to develop, plan, and implement short- and long-range goals. Performance goal development and attainment to achieve customer promise expectations. Ability to overcome obstacles and influence stakeholders to get the desired results. Coordinate with teams on a global level to strategize and share best practices.Production: Regularly investigate and compile detailed upward summary reports to Amazon Executives Resolve high complexity or sensitive customer interactions as escalated by Specialists. Analyze trend and business insights data exposed through executive and CS contacts to identify and drive mutually beneficial resolutions impacting the broader customer base. Analyze barriers to efficiency and work standards within department work and drive strategic solutions and projects to overcome. Intake all current non-production work demands of the team for review and ownership or delegation. Oversee team approach to resources, KC content/SOPs, tools, communication, and training for the team.Basic Qualifications BA or MBA 5+ years of executive escalation experience or very comparable and relevant alternative experience Previous people management experience. Direct experience in Contact Center Operations (Customer Service) Ability to travel/fly when required or requested. Ability to work nights, weekends, and extra hours as needed.Amazon is an Equal Opportunity Employer .and.ndash; Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age
