Job Description

DESCRIPTION The Delivery Station Liaison (DSL) team provides outstanding Customer Service from within the heart of Amazon’s Delivery Stations. The team provides support to customers who have experienced a failed delivery and require an urgent reattempt, as well as reducing Customer effort by pre-emptively addressing delivery issues before the customer even knows there was a problem. The DE DSL Team is looking for an interim Team Manager to support one of our regional teams. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations/goals, maintaining focus on improving customer satisfaction, and identifying customer impacting issues and working with stakeholders to implement solutions. Key job responsibilities - Remotely lead a team of 17-25 DSL agents - Analyse performance and metrics. Join Weekly Business Review calls with Group and Operations Managers to report on performance and share action plans where required. - Coach agents to continuously improve performance Audit customer contacts and take part in calibration sessions to ensure we maintain a high bar for customer interactions - Engage with stakeholders from Amazon Logistics through reporting and regular calls. Represent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery to customers - Join regular process improvement (“Gemba”) calls with DSL agents and peers - Travel to Delivery Stations (approx. 25% of time) to visit teams and build relationships Severely disabled applicants with the same qualifications will be given preference. As soon as the application of a severely disabled person is received, the representative body for severely disabled persons at the location is automatically involved in the application process by the recruiter in accordance with section 164 (1) sentence 6 of the German Social Code IX (SGB IX) and, as far as possible, is present at the interviews. Unless the severely disabled applicant rejects this (Section 164 (1) sentence 10 SGB IX). § Section 178 (2) SGB IX remains unaffected by this. BASIC QUALIFICATIONS - Fluent in German and English - Previous Experience in team management - Experience in customer service, logistics, delivery stations..etc - Experience in analysing metrics and developing action plans based on outcomes - Good communication and stakeholder management skills - Comfortable and willing to work in a diverse environment, contributing to a diverse and inclusive workspace PREFERRED QUALIFICATIONS - Previous leadership experience - Experience leading teams remotely - Strong interest in hiring and developing people in their respective roles Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates. m/w/d