AWS Trust and Safety Team Manager

Amazon

United States

United States

Remote?

No

Date Posted:

Feb 9, 2022

Qualifications

The team devotes their time and attention to helping identify impactful customer scenarios such as these
• They classify incoming reports of abuse while exercising sound judgment in the decisions they make
• Team members display strong technical skills while providing complex AWS account support to our customers and other AWS teams
• As an AWS Trust and Safety Team Manager, you are responsible for ensuring that front line Technical Customer Service Associates (TCSAs) are set up for success
• You will be responsible for ensuring standards for productivity and quality are achieved
• You will set the direction and culture of your team by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, and frequent one-on-ones that focus on improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature
• You will work with exceptionally driven, customer focused Associates and Premium Support Engineers
• You will act as a Cloud Computing evangelist in the leading edge of this growing industry
• Leading a team of approximately 8-12 associates; responsible for overall direction, coordination, and evaluation of the team
• Identifying and eliminating barriers to accuracy, productivity, and quality
• Organizes, prioritizes and schedules work assignments to meet business need
• Manages workforce, develops and maintains staff scheduling and capacity planning
• Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
• Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken

Can adapt well and lead team in an environment through changes in circumstances, direction, and strategy

Owning escalated customer contacts and leading the effort to satisfactorily resolution

Performing deep dive analysis on selected customer contacts to gather lessons learned, then use that information to update internal reference materials and processes

Providing prompt, efficient, detailed, customer-oriented service to AWS customers

Working with other customer support teams to ensure a consistent and high-quality level of support

Driving projects that improve support-related processes

Working with customers to understand how they use AWS services, and providing valuable feedback to business and development teams

Acting as an advocate for our customer, reporting and acting on observed areas for improvement

Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience

Assisting with customer communication during AWS critical launches and support events

Assuming responsibility for developing detailed knowledge about specific product lines and features

Making sure internal knowledge reference pages are updated

Perform ambiguous tasks without guidance and support and have the ability to suggest actions without having all the information