Amazon · 15 hours ago
Senior Manager, Customer Service , Blink
Georgia, United States
Full-time
Remote
Senior Level, Lead/Staff
10+ years exp
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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
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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
Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence.
10001+ employees
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)
Funding
Current Stage
Public CompanyTotal Funding
$8.11BKey Investors
Kleiner Perkins
2023-01-03Post Ipo Debt· $8B
2001-07-24Post Ipo Equity· $100M
1997-05-15IPO
Leadership Team
Andrew Jassy
President, and CEO
Douglas J. Herrington
CEO, Worldwide Amazon Stores
Recent News
2024-12-26
2024-12-25
Company data provided by crunchbase
