CRM Team Manager
hace 1 mes
2+ years’ experience in Books organization with progressively increasing responsibility
- Bachelor’s degree with relevant experience on the services industry.
- Demonstrated ability to be successful in a highly fluid, fast-paced and ambiguous environment
- A passion for books and reading
- A proven ability to hire and develop high-performing people.
- Exceptional written communication
- Experience handling urgent escalations and mobilizing a team to resolve
- A proven ability to identify new areas of opportunity and invent processes to address those opportunities using expertise in disciplines such as business analysis and process engineering and scaling with software/automation
- Ability to speak to performance metrics (how, when, who).
- Prior experience in process improvement
- Project Management experience
- Comfortable with fast-paced environment and all aspects of change management.
- Experience leading and motivating a diverse and global workforce.
At Amazon, innovation drives growth and enables us to offer our customers more types of products more conveniently and at even lower prices. Amazon Kindle is a revolutionary reading device and one of the most innovative businesses at Amazon. We envision wireless electronic reading experiences that embrace a physical book's simplicity and utility but take advantage of our store platform and the Kindle's ubiquitous wireless connectivity. Our vision for Kindle is to offer every book, ever written, in any language, all available within 60 seconds. The Amazon Books team is seeking a Team Manager for our Content Risk Management (CRM) Team.
A CRM Team Manager will be responsable of:
- Lead and supervise a team of L3 reviewers (10 to 15 Direct Reports)
- Carry out supervisory responsibilities in accordance with the organization’s policies and procedures to serve as a role model to employees
- Accountable for setting and meeting team and network operational results
- Own Standard Operating Procedure development and roll-out, especially related to new process creation
- Leverage technology and process innovation to bring continuous improvement to the operation (scalability, efficiency, scope, etc.).
- Analyze data to identify the root of a problem and solve it (no matter how large or small the scale)
- Ensure the development of direct and indirect reports as you continue to raise the bar on talent.
- Be prepared to jump on a call and present to senior leadership at a moment’s notice.
- Link all the programs to business metrics and built solutions keeping that in mind.
- Attract talent and makes right hiring decisions, On-boarding and continuous development of team and maintain a high delivery bar.
- Deliver business goals for processes handled.
Key job responsibilities
- Comply with the 100% of scheduled 1:1s with reviewers (every 2 weeks) and Specialists (every week)
- Comply with the 90% of Coaching Opportunities (COTs) on a weekly basis
- Perform a CGP review with each direct report once per quarter.
- Be accountable for, prepare, deep dive and strategize how to meet team and network operational results - Including Quality, Service Level (SLA) & Productivity.
- Manage the performance for all your direct reports
- Drive day-to-day Operations to meet Ops KPIs of productivity, quality and service level
- Ensure that your direct reports are provided with all of the resources they need to perform their jobs effectively.
- Ensure the development of your direct reports as you continue to raise the bar on talent.
- Must be able to speak about operational & performance metrics (how, when, who).
- Comfortable with fast-paced environment and all aspects of change management.
- 1 - 2 years Management experience in publishing, customer service or similar production environment with a demonstrated history of delivering innovative solutions to operational issues.
- Experience automating a complex process.
- Experience working in startup and internet technologies.
- Demonstrated history of developing employees to take on higher levels of responsibility.
- Ability to work with technical and non-technical business owners to get things done; developing functional requirements to create new tools or refine existing ones, with a focus on transaction automation.
- Ability to construct data-driven analyses of new problem spaces.
- Ability to develop business cases with policy and/or implementation recommendations to handle new risks, including scaling with software.
- Strong technical and analytical aptitude, including knowledge of statistical tools and a history of working with engineers to deliver innovative solutions.
- Strong organizational planning/development and business judgment.
- A creative and analytical mind that thrives in a data-driven environment
- Green Belt Certified or equivalent ACES certification
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