CS Team Manager

CS Team Manager focuses on data-driven mindset — comfortable interpreting performance metrics and using reporting tools to drive actions.

What the role involves

• Data-driven mindset — comfortable interpreting performance metrics and using reporting tools to drive actions.
• Ability to lead without authority to drive stakeholder engagement.
• Develop a team of 20 (approx) DSL associates handling reactive and proactive customer delivery contacts across Spanish stations (DS, XPT, AMPL,Hub).
• Coordinating real-time with Hub Delivery Partners, Delivery Service Partners (DSPs), and station operations to resolve urgent customer escalations.
• Conduct weekly deep dives into station performance and WoW trends.
• Present findings at WBR and alignment meetings.

Skills and requirements

• The number one priority is ensuring your associates are supported to deliver a world-class customer experience.
• Effectiveness and previous experience in developing a team of customer service associates.
• Experience in a people management or leadership role which includes coaching and developing others.
• Experience demonstrating leadership and people management in Customer Service or customer facing roles.

Additional role context

• The Delivery Station Liaison (DSL) team are the voice of the customer from within Amazon Logistics (AMZL) sites.
• The team prioritise same day delivery reattempts to deliver for the customer and work in a pre-emptive manner to remove any potential barriers to deliver.
• All of this is completed whilst providing first in class customer service via outbound calls to our customers.