Amazon Team Manager CXQO 

India, Telangana, Hyderabad 

771420611

Key job responsibilities
1. Coaching• Apply a balanced coaching style based on the individual and situation; use a question-based approach when coaching to influence and motivate.
• Work closely with Training and Quality team to identify areas for coaching to assist associates improve their performance.
• Educate associates to maintain strict confidentiality and follow all applicable Amazon policies for securing confidential information.2. People Management
• Direct manage up to 25 associates.
• Enable a self-driven, customer-focused and innovative team.
• Create a culture of continuous process improvement.
• Remove roadblocks for the team by guiding them on what issues should be escalated to support teams and what they can solve on their own.3. Develop Talent
• Participate in talent development by identifying, supporting, and mentoring associates.
• Encourage career progression by working with each associate in understanding their career interest and aspirations.4. Key Performance Indicators (KPI)
• Achieve/exceed or significantly improve specific metrics as outlined by operations.
• Drive continuous improvement in primary KPIs for your team by supporting the continuous improvement cycle.
• Dive deep into the data and involve into analysis and inferences.5. Performance Management
• Perform regular 1:1's with each of your associates; promptly addressing any performance, conduct, or attendance concerns
• Review key business metrics throughout the day; proactively escalate systemic issues and/or implement corrective action plans when required.
• Manage individual associate performance (quality, productivity, compliance, and Amazon behavior expectations).
• Leverage disciplinary processes to manage team performance accordingly, which may require partnership with HR.
• Manage individual performance KPIs as defined by leadership.
• Present team performance in monthly and weekly forums including action plan, where required.6. Engagement• Advocate for individual engagement (i.e., wellbeing, work/life balance, recognition of contribution, effective communication, etc.).
• Celebrate associate and team successes on a regular basis.
• Daily coordination of department duties, allocating team resources to handle task load, leading meetings, assigning tasks, coordinating breaks and lunches, and communicating with internal and external partnersA day in the life

• A Bachelor’s Degree from an accredited university or equivalent experience.

• 1+ year’s people management experience preferably in support or fulfillment operations
• Be willing and able to work flexible schedules and shifts (including night shifts). Ability to travel occasionally, including overnight trips.
• Highly analytical and comfortable with complex analysis. Able to quickly distill complex operating models and identify where the value and opportunity is.
• Keen eye for numbers and should excel at running operations of an ops team efficiently. Technical issues shouldn’t faze you.
• Strong advocate of customer experience by challenging status quo and pursues opportunities for reducing customer effort.
• Ability to thrive in an ambiguous and fast-paced work environment.
• Self-driven leader with demonstrated ability to proactively drive and manage an operations team.
• Interest in and experience with partnering closely with technology teams strongly preferred.