Virtual Customer Service Site Leader (m/f/d)

We're a company of pioneers. It's our job to make bold bets, and we get our energy from inventing on behalf of customers. Success is measured against the possible, not the probable. For today’s pioneers, that’s exactly why there’s no place on Earth they’d rather build than Amazon.

When Amazon.com launched in 1995, it was with the mission “to be Earth’s most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices.” This goal continues today, but Amazon’s customers are worldwide now, and have grown to include millions of Consumers, Sellers, Content Creators, and Developers & Enterprises. Each of these groups has different needs, and we always work to meet those needs, innovating new solutions to make things easier, faster, better, and more cost-effective. 

Since opening our virtual doors in 1995, Amazon has been pushing the boundaries of possible further and further.

Our entire business works hard to delight our customers – from the second an order is placed online, to the seamless coordination of that order behind the scenes, we strive to stay agile, fluid and intentional. This can be described in one of our core Leadership Principles, which is Bias for Action. This means that our teams’ band together, roll up their sleeves, and are not content with just standing still. We are aiming to become the most customer-centric company on Earth.

Job ID: 1129921 | Amazon Deutschland Servcs GmbH

Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon will continue to enable people to discover new worlds and implement innovation. This is your chance to make history.

We are looking for a Site Leader to lead the Virtual Customer Service (VCS) teams in Germany.

The Site Leader is responsible for overall leadership and operations of our Virtual Customer Support (VCS) site, a virtual site employing associates Germany wide.

In this role, you will set the vision and direction for our virtual sites by driving continuous innovation and creating a great working environment for our employees. You will lead a large team of associates and managers to improve the customer experience and increase employee engagement, providing the overall leadership, direction, and operational guidance for our Home-Based Virtual Customer Service teams.

You will be responsible for understanding CS headcount, capacity growth needs, and developing a virtual strategy to help meet demand. In addition, you will create a strategic vision for virtual teams to secure long-term growth and scalability of the German Customer Service Network. You will define and execute the German CS virtual working strategy by partnering with multiple groups including Finance, Accounting, Tax, Legal, Payroll, etc. to successfully expand the Virtual CS team. You will also build flexible working models to enable best in class service level delivery at optimum cost and quality.

People Management:

• Lead and manage a team of 3-5 Operations Managers
• Ensure delivery of required staffing levels
• Ensure high quality and productivity within the virtual Customer Service Center
• Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and developing employees; and effective conflict resolution
• Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments
• Participate in or lead EU or World Wide improvement projects, involving high level interaction with international teams
• Manage the career growth and development of the Operations Management team by driving focus on Amazon’s Core Values and Leadership Principles

Site Management:

• This is a senior-level management position that is fully accountable for the results and performance of the customer service center. This position requires a candidate who has the ability to drive process improvements and keep pace with our growth while motivating others to meet the challenges of an deadline-driven environment
• Maintain a complete and thorough understanding of technical systems in a complex automated virtual environment
• Implement, change, or develop new processes as necessary to provide the ability to better direct multiple queues
• Continually measure and evaluate all work processes.
• Understand and correctly utilize resources provided by internal systems, departments, policies, and procedures.
• Develop and achieve performance goals and objectives in order to achieve customer promise expectations.
• Develops and drives strategies and programs which improve the competitive position and profitability of the organization
• Drives creation of schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives
• Participates in business leadership meetings
• Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as an outstanding role model

• Bachelor’s degree required (please ensure you have it listed on your resume for consideration)
• 5+ years of relevant experience in project management/senior leadership
• 2+ years of relevant experience in customer service
• Experience leading teams to deliver cross functional projects
• Significant travel, at least 25% of the time required
• Excellent communication skills in written as well as oral German and English (business proficiency)
• Self-starter who is able to prioritize and deliver on deadlines with minimal supervision
• Ability to persuade, inspire and motivate others
• Proven experience in leveraging multiple communication channels to lead and drive results across virtual teams
• Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment
• Possesses a strong commitment to leadership/employee development
• Experience in using formal quality management, supported by statistical methods to drive business improvement (an understanding of or experience using Lean and Six Sigma methods is ideal)

We can offer you the chance to work with and for great people in a company where you can really make a difference. We also offer competitive compensation packages. If you would like to work for a fast growing global organizations, giving you unlimited future career and development opportunities – then apply for Amazon.

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Amazon is an Equal Opportunity Employer