• Job Description

  Req#: 2423610
  The Group Manager is responsible for 5 to 8 direct reports to provide overall direction, coordination, evaluation and performance management for 120 to 150 Customer Service Associates.
  
  * The Group Manager Understands and demonstrates Amazon’s core values and Leadership Principles.
  * Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures.
  * Mentors others in developing leadership behaviors.
  * Hires, manages, and develops high performing teams.
  *Identifies individual strengths of team members and actively fosters career advancement within Amazon.
  
  Actively seeks to understand Amazon's core business values and initiatives, and translates those into everyday CS practices. Shapes the direction of the team, keeps them focused and motivated to deliver the right results. Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making. Understands how to position the organization for success. Effectively applies best practices to all strategic decisions. Maximizes resources for the greater good of the organization.
  
  Demonstrates flexibility in work hours based on business need. Travel required per the business need.
  
  Key job responsibilities
  Additional Operational Tasks:
  Headcount management and Workflow transactions, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team.
  Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization.
  Work to build and maintain customer trust.
  Solve complex customer support issues and proactively.
  Builds positive productive relationships with many stakeholders and partners around the world.
  Overcomes time zone and geographic distance to drive cross functional initiatives and ensure compliance with business policies.
  Deals with the complexity of multiple lines of business.
  Acts as the thought leader and strategist for Amazon's Customer Service offerings and capabilities in the market.
  Develops and drives strategies and programs which improve the competitive position of the Company.
  
  We are open to hiring candidates to work out of one of the following locations:
  
  Manila, PHL- Completed a four-year degree from an accredited university.
  - 5 to 8 years’ experience in customer service in any industry.
  - 3 plus years of supervisory experience or team management exposure is required.Preferred qualifications
  - 4 years+ of managerial exposure, including leading leaders or supervisors.
  - Exposure in managing Financials of a program or project.
  - Experience in creating staffing plans and schedules. - Led process improvement initiatives or Lean/Kaizen activities.
  - Experience in program or project management.
  - MBA is a plus.
  - 10 years of overall professional experience in the customer service industry.
  - Advanced computer skills using a variety of programs highly desired.
  - English language fluency in both oral and written communication skills.

• About the company

  Amazon.com, Inc. is an American multinational technology company based in Seattle, Washington, which focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence. It is one of the Big Five companies in the U.S. information technology industry, along with Google, Apple, Microsoft, and Facebook. The company has been referred to as "one of the most influential economic and cultural forces in the world", as well as the world's most valuable brand.

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