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Company Amazon   Read our profile
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Customer Service Expansion Manager

Company description:

Since 1994, Amazon has evolved from a single retail website to become a global development platform as well as an e-commerce and publishing partner. Innovation is in our DNA and we constantly seek out the world's brightest technology minds to research and develop new solutions to improve the lives of our customers: shoppers, sellers, content creators, and developers around the world. Because that's what being Earth's most customer-centric company is all about, and it's still Day One at Amazon.


Job description:

Amazon Customer Service (CS) is looking for an Expansion Manager for its Customer Advocacy Network (CAN), associates working from home, to lead growth and expansion. The successful candidate will be responsible for assessing the opportunities to support Amazon’s customers from new locations or in new languages, developing a plan to meet this demand. The Expansion Manager will create the business case outlining requirements for each of these solutions, partnering with multiple groups including CS Operations, HR, Finance, Accounting, Tax, Legal, Payroll, etc.; and will then coordinate the entire matrix team till the successful launch of the new language node. The Expansion Manager will also lead two teams for the continuous improvement and growth of CAN’s processes and technology.

Project Management Responsibilities:

  • Creating a business case for new launches, deep diving on the alternatives and defining the optimal CS solutions.
  • Conducting local or remote assessments of the locations, taking into account various factors including tax and legal environment, infrastructure, labor pool, etc.
  • Facilitating the meetings with perspective suppliers and review strengths and weaknesses of each solution.
  • Presenting to senior leaders and managing multiple stakeholders in a complex matrix.
  • Leading the project team, that includes representatives from multiple Amazon departments, and third-party suppliers.
  • Launching the new CS node, till the hand-over to the operational teams. Develop the strategy to automate and scale the contact routing and workgroup set up to ensure maximum flexibility for the site and the network.

People Management Responsibilities:
  • Lead and manage the teams responsible for CAN’s processes and technology.
  • Carry out supervisory responsibilities in accordance with Amazon's policies and procedures. Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
  • Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.
  • Manage the career growth and development of the team by driving focus on Amazon's Core Values.

 


     


Required profile:

Amazon Customer Service is looking for an Expansion Manager for its Customer Advocacy Network (CAN), associates working from home, to lead growth and expansion. The successful candidate will be responsible for assessing the opportunities to support Amazon's customers from new locations or in new languages, developing a plan to meet this demand. The Expansion Manager will create the business case outlining requirements for each of these solutions, partnering with multiple groups and will then coordinate the entire matrix team till the successful launch of the new language node. The Expansion Manager will also lead two teams for the continuous improvement and growth of CAN's processes and technology.ResponsibilitiesCreating a business case for new launches, deep diving on the alternatives and defining the optimal CS solutions.Conducting local or remote assessments of the locations, taking into account various factors including tax and legal environment etc.Facilitating the meetings with perspective suppliers and review strengths and weaknesses of each solution.Leading the project team, that includes representatives from multiple Amazon departments, and third-party suppliers.Develop the strategy to automate and scale the contact routing and workgroup set up to ensure maximum flexibility for the site and network.Lead and manage the teams responsible for CAN's processes and technology.Carry out supervisory responsibilities in accordance with Amazon's policies and procedures. Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments.Basic RequirementsBachelor's degree or equivalent work experience.Customer Service and/or Operations related experience and/or experience managing agencies/vendors.Extensive experience leading project teams to deliver successful cross-functional projects.Ability to deal with ambiguity, and effectively influence matrix teams, with multiple stakeholders and a combination of internal and external parties, remotely distributed across multiple locations, languages and cultures.


What we offer:

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Location   Luxembourg
Payment 0
Category Senior Management / Executive
Terms Permanent, Full-time
Last updated 16/01/2017

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