Team Manager, Interventions, Interventions
DescriptionAre you a self-starter? Can you look beyond a process and see our most important assets – our Associates? Are you looking to build your team leadership and Human Resources skills? Then join us as a Team Manager, on our Interventions Team, supporting our North American Customer Fulfillment Operations Team.At Amazon, we’re not just looking for people who want to be part of a business, we’re searching for people who want to build the business. The Operations organization and the people who work in it are critical to Amazon's success. Every day we solve for unique challenges and deliver billions of unique products to millions of customers. Amazon’s robust and innovative Human Resources business supports our day-to-day operations and helps to deliver an experience where Associates can bring their best selves to work – where they can engage, grow and fulfill our customer promise.We are looking for a dynamic, organized self-starter to join the team! As a Team Manager, you will have the opportunity to MAKE AN IMPACT by owning workflow management, escalation management, performance management, training, and development for a team of personnel. This role will maintain a strong partnership with regional and site leaders to resolve issues, identify gaps, and help to maintain standard work. In addition, this position will manage a team of Administrators, delivering services to Associates and site teams across the network. It’s a unique opportunity to manage a team, build critical people management and large scale process execution skills.Key job responsibilitiesWorkflow and Escalation ManagementManage HR process workflow for a team of RC Coordinators and RC Leads for a regionEnsure that services are delivered to sites in a timely and defect-free manner – monitor against service level agreementsRespond to and resolve all escalations for assigned regionAnalyze workflow data and translate findings into process improvementsCoaching and Knowledge BuildingBuild and refresh training material for centralized HR processesExecute training and upskilling within respective teamCoach and performance manage RC Coordinators and Leads on process excellenceAnalyze workflow data and translate findings into additional training, as neededRelationship ManagementProvide site leaders insights in day-to-day Regional Center operationsPartner directly with site and regional leaders to address one-offs and/or process breakdownBe part of a team that actively seeks customer feedback to improve levels of serviceFunctioning as a LeaderSit on the leadership team of the Regional Center and influence the organization’s strategic directionHelp to influence and build a leading culture aligned with Amazon’s Leadership PrinciplesBasic Qualifications
- 2+ years of team management experience
- 2+ years of human resources experience
- 2+ years of HR transactional processes experience
- Experience with Microsoft Office products and applications
- Experience driving employee engagement
- Experience using PeopleSoft, Oracle, SAP, ADP or other HR management and Payroll systems as well as call center applications