200+ applicants

Company

Amazon · 3 days ago

Senior Manager, Customer Service , Blink

Georgia, United States

Full-time

Remote

Senior Level, Lead/Staff

10+ years exp

Maximize your interview chances

CrowdsourcingDelivery

H1B Sponsor Likely

Insider Connection @Amazon

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Spearhead the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction

Collaborate closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience

Identify opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model

Build and nurture a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence

Use data-driven insights to make informed decisions and implement proven customer success best practices

Represent the voice of the customer and serve as a strategic partner to key stakeholders

Measures, achieves and communicates agreed-upon key performance indicators

Understands and addresses customer experience outliers in real-time

Lead and inspire a culture of customer obsession and excellence within the organization, serving as a role model for proactive and results-oriented leadership

Collaborate directly with leadership from our numerous Customer Success teams to manage existing development and implement AI into our workflows evolving the customer experience

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementTechnical Support ManagementCSAT MethodologiesSalesforce Service CloudData Analysis (Excel/Tableau)Fluent in Spanish

Required

10+ years experience managing Contact Center Technical support teams for consumer products

10+ years experience managing Customer Success teams within a tech company, for consumer products

Proactive, results-oriented mindset, with a commitment to driving customer success and achieving business objectives

Excellent communicator both verbally and written with an ability to deliver presentations and influence, and manage collaborators at all levels (technical, business, executive)

Applied experience with CSAT methodologies, (Linkert, Binary, Rating, Semantic Differential) and methods, CSAT, NPS, CES

Experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, etc.

Experience with Excel or Tableau at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, macros, etc.)

Preferred

Fluent in Spanish both written and verbal

Proven leadership skills, with a focus on partnering with both leaders across the organization and direct reports

Demonstrated track record of building teams and designing processes to improve customer experience

Ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities and business needs

Strong leadership skills with the ability to inspire and motivate teams in a fast-paced and dynamic environment

Company

Amazon

Glassdoor

3.7

Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence.

Founded in 1994

Seattle, Washington, USA

10,001+ employees

https://amazon.com

H1B Sponsorship

Amazon has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (14000)

2022 (23375)

2021 (15334)

2020 (14558)