Customer Service Frontline Manager, AWS CS

Description AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset. Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Customer Service team you will be at the forefront of this transformational technology assisting a global list of customers that are taking advantage of a growing set of services and features to run their mission-critical applications. AWS Customer Service provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. We help with account and billing related inquiries and interface with AWS teams to provide the perspective of the Voice of the Customer. As an AWS CS Front Line Manager (FLM) you are responsible for ensuring that front line Technical Customer Service Specialists (TCSSs) are set up for success. You will lead your team to deliver results by establishing the right team structure to respond to customer needs, business goals, and operational/developmental objectives. You will set the direction and culture of your team by managing individual and team performance expectations and goals, providing coaching and career development, and conducting frequent one-on-ones focused on improving customer satisfaction, monitoring real-time service levels, and serving as a point of contact for escalated contact resolution. Key job responsibilities
• People Management Responsibilities
• Leading a team of approximately 20 builders; responsible for overall direction, coordination, evaluation, and day-to-day delivery.
• Identifying and optimizing workflows and best practices for operational excellence. Prioritizing root cause resolution.
• Evaluating employees against role guidelines, participating in calibration, and providing fair performance assessments with clear documentation in regular 1:1s
• Driving projects that improve support-related processes and customer experience.
• Acting as a customer advocate; communicating trends to leadership and suggesting innovative solutions.
• Being clear and concise in verbal and written communication (narratives, Monthly Reviews/Quarterly Reviews, Correction of Errors).
• Creating plans, communicating requirements, negotiating priorities, and clarifying what success looks like.
• Holding regular team meetings and proactively offering forums for open discussion.
• Impacting team goals through leadership and operational excellence.
• Creating an inclusive culture to support a diverse team. Using empathy and active listening to facilitate team connection.
• Seeking and supporting representation and equity for marginalized voices; challenging the status quo. A day in the life As an AWS CS Front Line Manager your day begins with reviewing service level dashboards flagging escalations and setting your team up for success. You lead quick huddles to share updates recognize great work and remove blockers. When escalated issues arise you step in personally
- resolving them cross-functionally with empathy and speed. Throughout the day you hold 1:1s focused on coaching career growth and performance while auditing cases for quality. No two days look the same but the constants remain: people customers and operational excellence. You don't just manage
- you build future leaders. About The Team Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the

job description
, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying. Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud. Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity and AmazeCon conferences, inspire us to never stop embracing our uniqueness. We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional. Basic Qualifications
• 2+ years of contact center experience, or experience in leadership or account management positions
• Work flexible shifts including night shifts/weekends
• Experience driving projects to improve operations and support-related processes
• Experience in Business English skills, both verbal and written
• Bachelor's degree in a relevant field or equivalent work experience
• Experience managing and developing a team of 20 direct reports Preferred Qualifications
• Experience in project or program management
• Experience with AWS or cloud technologies
• 5+ years of customer service experience
• 2+ years supervising a team in a customer service environment Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. Company
- Amazon Support Services Costa Rica SRL Job ID: A10455514