Amazon’s Concession Abuse Prevention (CAP) team in Hyderabad is looking for a passionate and experienced Team Manager to lead a group of associates focused on providing excellent customer service. This role is an exciting opportunity to drive change, enhance service quality, and protect Amazon’s reputation by preventing abuse in the concession process.
About the CAP Team:
The CAP team works to identify and eliminate any misuse within Amazon’s concession processes, while ensuring customer trust and maintaining high service standards. As a Team Manager, you’ll play a key role in ensuring customers continue to receive great service and resolving issues that affect their experience.
Role Overview:
In this leadership role, you will be responsible for shaping the team’s vision and culture, setting performance expectations, and leading by example. You will drive team productivity, improve quality, and ensure consistent service levels. You’ll also tackle broader challenges, identifying and resolving issues that impact the customer experience. Flexibility is required as you’ll work across various shifts, including weekends, to meet goals.
Key Responsibilities:
- Team Leadership: Motivate and guide your team to achieve goals and create a culture of customer obsession and excellence.
- Problem-Solving: Identify systemic issues that may affect customer satisfaction and implement solutions to streamline processes.
- Operational Excellence: Ensure the team consistently meets performance metrics and service levels.
- Collaboration & Flexibility: Work across various processes, including virtual customer service (work-from-home), and collaborate with other teams to achieve results.
What We’re Seeking:
To succeed in this role, you’ll need a combination of leadership, analytical thinking, and technical expertise, along with the ability to perform well in a fast-paced, results-driven environment. You should be flexible with scheduling and comfortable adapting to various processes.
Required Qualifications:
- A Bachelor’s degree, MBA, or equivalent.
- Customer service experience is a plus, but not mandatory.
- Proficiency with advanced computer programs and tools.
- Willingness to work flexible hours, including weekends and unconventional shifts.
- Ability to collaborate across various CAP team processes, including remote (work-from-home) tasks.
Preferred Qualifications:
- Demonstrated leadership experience with a knack for motivating teams.
- Strong analytical and problem-solving abilities.
- A deep passion for delivering excellent customer service and a commitment to achieving high standards.