Manager Ticketing Opetations , D2AS Customer Service – Job ID: 2260166 | ADCI HYD 20 SEZ – IN, TS, Hyderabad

Amazon

  • Full Time

DESCRIPTION

Job summary
Amazon’s Customer Service (CS) organization is seeking an experienced Operation Manager to join the D2AS (Device, Digital and Alexa) Team. The successful candidate will be a key member of the D2AS Customer Trust team, which is responsible for driving high-visibility programs that directly impact the customer experience globally. The ideal candidate will expertly manage a highly technical team and be seen as an innovator within the organization. You will be part of a D2AS Operations team that will work with various teams, within and outside D2AS, while managing a team of ticket specialists who work to quickly resolve escalated digital and device issues.

Key job responsibilities
The candidate will have a proven record of complex project and program delivery, team management, and ownership.

Responsibilities will include:
· Actively manage a customer issue ticketing queue and Service Level Agreement (SLAs) and providing resolution for customer and identify root cause to be surfaced for corrective action.
· Clearly communicate goals, roles, responsibilities, and desired outcomes.
· Liaise with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables. Support partner teams to refine processes and increase efficiency in line with program objectives.
· Partner with Product and CS Content teams to develop and implement tools and resources that enable customer service associates to resolve issues for customers without requiring tickets.
· In partnership with product engineering teams, maintain the ticketing decision paths, ticket paths, and ticket templates in the Customer Service ticketing tools; regularly reviewing to ensure accuracy and relevancy.
· Drive results through process improvements, both internal and external customers.
· Managing multiple internal and external, cross functional and remote stakeholders.
· Track delivery against program objectives and implement proposals to improve program services and efficiencies.
· Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations.
· Mentor members of the team, help ensure knowledge documentation and training to improve the expertise and efficiency of the team.

About the team
The Amazon D2AS Ticketing Operations team provides technical expertise in resolving issues that impact Device, Digital and Alexa customers where issues are surfaced by trouble tickets. Ticket Specialist works to resolve the issue for the customer quickly, but also works with product engineering and content teams to improve tools and resources such that the need to create tickets in eliminated.

BASIC QUALIFICATIONS

· Bachelor’s degree.
· 2+ years of relevant work experience in operations in a customer service environment.
· Team leader/people management experience
· Demonstrated experience and success at leading cross functional programs and proven ability to influence and lead without direct management authority.
· Outstanding speaking, writing, and presentation skills, as well as the ability to persuade, inspire, and motivate others.
· Ability to communicate effectively across a multitude of platforms with remote team members, as well as stakeholders at multiple levels within the organization. · Comfortable challenging the status quo and questioning existing practices.
· Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment.
· Goal driven and target orientated whilst able to step back and look at the bigger picture. Proven ability to manage ambiguity, and a preparedness to take on what is necessary to get things done.

PREFERRED QUALIFICATIONS

• Master’s Degree or MBA in a related discipline.
• Experience in process improvement using Lean and Kaizen methods.
• Intuitive understanding of a superior versus inferior customer experiences, with ability to quickly assess the situation and identify solutions to improve/fix.
• Background in Customer Service operations.

Job Overview