Job Description

DESCRIPTION Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Customer Service team you will be at the forefront of this transformational technology assisting a global list of customers that are taking advantage of a growing set of services and features to run their mission-critical applications. AWS Customer Service provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. We help with account and billing related inquiries, and interface with AWS teams to provide the perspective of the Voice of the Customer. As an AWS Customer Service manager, you are accountable for creating and managing a high-performance team resulting in a world class customer experience. You will be able to translate vision and provides direction to achieve individual and team performance goals. You will significantly contribute to the success of AWS by strategically leveraging customer feedback, driving continuous improvement through contact reduction and building customer service support operations profile/site-wide. In addition, your responsibilities will include, but will not be limited to, the following: - Manage the day-to-day operations for the team and are responsible for overall productivity, quality, and delivery of business services. - Drive business representative case quality and metrics, monitor trends, and ensure corrective actions. You plan for contingencies to minimize risks. - Establish clear work processes to enable and drive performance. Identify and champion systematic process improvement opportunities. - Communicate business updates, priorities, resolution status, and any challenges to your customers, stakeholders, and management. - Understand (at a high-level) what’s involved in building and operating a cloud-based architecture. You dive into technical details, ask the right questions, and drive the right customer outcomes. - Proactively identify risks and bring them to the attention of your manager, customers, and stakeholders with plans for mitigation before they become roadblocks. You know when to escalate. - Communicate ideas effectively, both verbally and in writing, to all types of audiences. - Prioritize root cause resolution and operational excellence. You partner with business services representatives, account managers, and other internal teams to optimize team mechanisms and drive enhancements that improve processes (e.g., automating ad-hoc or manual steps). - Develop team managers by providing guidance, performance and behavioral coaching and mentorship - Ensure team managers have a clear understanding of the performance bar and criteria used to differentiate performance - Manage performance and behavioral issues, hold teams accountable for performance and implements improvement plans and raising the performance bar - Help your employees grow by encouraging them to contribute to discussions, supporting their ideas, and encouraging independent decision-making. About the team Why AWS? With over 200 services hosted in 30+ global regions AWS is the world’s most comprehensive and broadly adopted cloud platform. Are you curious how it’s possible to operate and rapidly evolve at such a large scale? At AWS, you have the opportunity to learn and practice the skills and techniques that make it possible. AWS has built a reputation for excellence with a mission to create the earth’s most customer-centric company, a company that customers from all over the globe will recognize, value, and trust for both our products and our service. We strive to empower our team members, and have a vision and commitment to your personal success. Your work-life balance is important. We focus on productivity and flexibility at work. Customer Service Team has fixed working schedule from 9:00 AM to 6:00 PM. You can discuss suitable workplace options (in-office or WFH) with your supervisor based on your development stage and needs. Want to be a successful Amazonian? We value diversity and each person’s unique experience. Curiosity and passion for learning let us build and grow in an industry where our services, technology and customer requirements are constantly evolving. Thinking big, tenacity, and perseverance help us conquer challenges and work through ambiguity. We earn trust by treating others with respect, speaking candidly, and quickly admitting when we are wrong. What if I don’t have much experience? That’s okay. You will be supported in your career development here at AWS. You will have plenty of opportunities to build your technical, leadership, and business skills. This will include formal and on the job training, and a chance to learn from and collaborate with some of the brightest technical minds in the industry today. We have an inclusive and friendly environment where our builders work together to create a culture whereby each of us is able to contribute fully to deliver the best customer outcome BASIC QUALIFICATIONS • 5+ years of proven leadership experience in Customer Services or equivalent high-performance operational teams. • Demonstrated experience driving projects to improve support-related processes. • Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills desired in both Korean and English PREFERRED QUALIFICATIONS • Bachelor’s degree preferred such as Computer Science, Science, Commerce • Ability to function in an ambiguous, fast paced work environment • Experience with AWS technologies • Proficiency in MS Office, with advanced Excel and reporting skills· #aws-gm-cs-ap #CSTW 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, disability, age, or other legally protected status. For individuals with disabilities who would like to request an interpreter or any support on-site, please inform our team. #AWSGCR