(this position is for Customer Service Liftoff Program only, intended for CSAs who meet the requirements to become a Team Manager)

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 associates will deliver world class service to our customers.

Amazon is looking for a group of Brazil Thrivers who will have the opportunity to be part of a two weeks program designed to develop foundational leadership skills along four instructional tracks: Engagement, Performance, and Coaching and Development. The program includes a combination of instructor-led training and experiential learning activities so that participants have the opportunity to immediately practice the skills learned during instruction. Participants will graduate from the program with introductory leadership skills which they will continue to build upon throughout their career.

The expected outcome of this program is to develop leadership skills for our associates who will become our future pool of Acting Team Managers according to the business needs.

Skill Requirements

Leadership
- Experience coaching or leading people.
- Understanding of effective coaching techniques
- Ability to create and continually support people through individual development plans
- Strong listening skills
- Positive communicator who understands when necessary to have difficult conversations
- Knows and communicates the Amazon mission, vision and strategy
- Ability to confidently facilitate team discussions and communicate business messages
- Maintains a high level of professionalism and approachability.
- Confidence to interview and demonstrate understanding of performance and leadership performance bar and effectively apply to hiring decisions

Delivering Service
- Knows Amazon process and policies at an expert level
- Role model contact handling skills
- Ability to review contacts to identify WOW moments and opportunities to support associates with coaching
Deliver Results
- Strong time management and organizational skills
- Completes tasks on time to a high quality standard
- Takes action on issues and opportunities raised in team Gemba
- Helps associates understand the performance bar and supports them to reach it
- Drives team engagement and actions through Connections results and insights


Key job responsibilities
- Manage day to day operations with a team of 20-25 Customer Service Associates.
- Achieve performance goals and objectives in line with the network wide vision and goals.
- Hold regular 1on1 coaching sessions with your associates, to drive performance and development.
- Be a subject matter expert on our processes and procedures.
- Manage work prioritization and delivery based on business needs.
- Role-model and drive Customer Obsession at scale, and in a fast pace. Ensure high quality delivery in a fast-paced environment
- Communicate news, updates, focus areas and other topics to associates; follow-up to ensure compliance and consistency.
- Deliver positive recognition and take corrective action as necessary; document issues and actions taken.
- Contribute to customer experience improvement by identifying and escalating customer issues.
- Champion Amazon's culture, mission, and leadership principles within your team.
- Constantly learn, develop and be curious.