Description

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Customer Service team you will be at the forefront of this transformational technology assisting a global list of customers that are taking advantage of a growing set of services and features to run their mission-critical applications.

AWS Customer Service provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. We help with account and billing related inquiries, and interface with AWS teams to provide the perspective of the Voice of the Customer.

We are seeking a Customer Service leader with strong operational, leadership, and strategic thinking ability that will deliver the global standard in customer service for the technology industry. The leader will envision and execute the basic support and customer service roadmap for AWS by incorporating best-in-the-world customer centricity and excellent operations skills to drive continuous improvement to the AWS platform. The leader will significantly contribute to the success of AWS by strategically leveraging customer feedback, driving continuous improvement through contact reduction and building customer service support operations world-wide.

Key job responsibilities

The AWS CS Operations Manager will have responsibility to;

• Manage AWS Customer Service operations and constructively engage and support global efforts across all CS sites

• Responsible for delivery of continuously improving operational metrics and service levels within AWS Customer Service

• Drive customer communication during customer impacting events (e.g. outages, billing issue, price changes, etc.).

• Drive projects that improve customer support-related processes and our customers' support experience

• Oversee management and performance of AWS Customer Service teams

• Represent the AWS Voice of the Customer to ensure improvements are driven within the site.

• Work with the Global Operations Managers who directly manage CS teams across the globe to influence operational execution in a matrixed organization.

• Develop key metrics and performance indicators to measure overall performance and provide foundation for continuous improvement.

• Plan and conduct periodic business reviews with AWS teams to influence and evangelize with Senior Leadership in AWS

• Develop and build an organizational structure that aligns the talent to the strategic objectives for the group. This leader will be responsible for continuing to build an extremely high caliber team.

• Work with AWS leaders and software development teams to design, build, and maintain processes and features to make AWS more successful.

We are open to hiring candidates to work out of one of the following locations:

Taipei, TPE, TWN

Basic Qualifications

• 5+ years of proven experience in managing Customer Services or equivalent high performance operational teams is a must.

• 3+ years’ experience building teams and employee development plans.

• Have experience to manage people managers and builders in multiple profiles and countries.

• Demonstrated experience driving projects to improve support-related processes.

• Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills desired in both Mandarin and English.

Preferred Qualifications

• Bachelor’s degree preferred such as Computer Science, Science, Commerce.

• Ability to function in an ambiguous, fast paced work environment.

• Experience with AWS technologies .

• Proficiency in MS Office, with advanced Excel and reporting skills·