Manager, Customer Service

Amazon.com is seeking a Quality Improvement Manager for our Grand Forks Call Center.



The Quality Improvement team is tasked with delivering training experiences that result in high-performing customer service associates, in addition to providing timely, accurate, appropriate training activities to support new capacity requirements, corporate launches, department initiatives, and ongoing development. The team is also responsible for driving initiatives and programs that improve performance at the local site, anticipating and responding to performance improvement needs of the site through coaching labs, transaction monitoring, root cause analysis, and problem elimination. The team creates, fosters and maintains a high quality performance improvement program that offers fair and consistent feedback to our Customer Service Associates, as well as provides an accurate and quantifiable picture of Customer Service to the broader Amazon.com community.

The Quality Improvement Manager must be able to identify local quality problems and their solutions through data, observation and remote monitoring of associate work, associate focus groups, end-to-end process audits, and best response testing. This includes recommending a course of action, leading development of necessary interventions, tools, or projects, coordinating execution of the improvement plan, and measuring success.

The manager of this team will be tasked with overseeing all new hire and cross-training activities for all lines of business served at the local site, ensuring that all employees receive skill training that reflects current policies, practices, and procedures in an ever-changing work environment. The manager will also set direction for the group, aligning the instructional strategy with departmental and company goals, and driving successful initiatives.

The manager will also set direction for the group, aligning the site's quality assurance strategy with departmental and company goals, and driving successful initiatives. The successful candidate will have a history of actively fostering a culture of continuous performance improvement within the team of direct reports: defining team and individual performance standards, monitoring performance versus standards, and providing development activities & feedback to increase performance.

The Quality Improvement Manager must be prepared to teach classes in addition to management and oversight functions. Therefore, a successful Manager will have a CS Trainer skill set, in addition to the following abilities:



Training-Specific Management Skills:

Effectively partner with site leader and capacity planning teams to ensure that local site's training needs are met throughout the year

Manage curriculum, technical problems, training calendar, and escalation point for training classes in progress and scheduled

Monitor and document training and re-training progress thoroughly and objectively

Develop and implement criteria for measuring success of training materials

Research & implement appropriate new training measurement methodologies

Conduct independent analyses of training outcomes

General Management Skills:

Manage and participate in team and dept improvement projects. Collaborate with peers and manager on strategic initiatives

Manage the performance of new employees throughout initial training period (assessing, coaching, disciplining, administering and correcting time clock data)

-Identify common Associate development/training needs and filter information to local management as well as central QA team on an ongoing basis

-Plan, research, write, and edit accurate publications

-Set priorities, handle multiple projects, and meet tight deadlines. REQUIREMENTS


The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment.

They will be creative and analytical problem solvers with a passion for excellent customer service.

We also require a bachelor's degree or higher in a relevant field, plus five or more years experience in related and progressively responsible positions.