Group Manager- Digital Devices and Alexa Support

5+ years people management experience preferably in an operations environment - 2+ years managing managers. - A Bachelor’s Degree from a reputed university - Be willing and able to work flexible schedules and shifts (including night shifts) - Fluent English verbal and written skills are required for this role. - Ability to manage reporting and analysis and confident presenting it before local and network stakeholders. - Demonstrated ability to build, develop, direct, and manage a group of front-line managers. - Experience managing core business KPI’s - Technical affinity on troubleshooting - Advanced level of Microsoft Package (especially Excel) Job summary A Group Manager sets the vision, direction, and culture of their teams by managing leaders and team´s performance expectations and goals while finding ways to achieve Amazon’s mission to be Earth’s most customer centric company. A Group Manager drives exceptional results, develops talent, guides a group of Team Managers, manages projects and raises the bar in a fast-paced environment. Key job responsibilities - Manager of front-line supervisors - Accountable for creating a high-performing team resulting in a world class customer experience. - With guidance, translates vision and provides direction to achieve individual and team performance goals. - Directly leads a team of between 4 and 6 Supervisor’s and indirectly leads between 60 and 90 Customer Service Associates across various OU’s. - Perform regular 1:1's with each of your Team Managers; promptly addressing any team performance, conduct, or attendance concerns. - Lead and pilot process improvement or change initiatives at a site level or network level. - Optimize the efficiency in the team to prioritize and delegate tasks and activities appropriately. - Develop Front Line Supervisors by providing guidance, performance and behavioral coaching and mentoring. - Communicate and maintain vision, Leadership Principles and culture with the team - Written and verbal communication up to Sr. leadership level. - Basic knowledge or proven knowledge in project management - Ability to manage reporting and analysis and confident presenting it before local and network stakeholders. A day in the life - Manage the local support operation. Includes, managing a team of Associates and Team Managers - Perform regular 1:1's with each of your Team Managers; promptly addressing any team performance, conduct, or attendance concerns. - Communicate and maintain vision, Leadership Principles and culture with the team Written and verbal communication up to Sr. leadership level. - Create engagement and motivation within team and department - Self-driven and able to prioritize workday and projects - Ability to work in a fast-paced environment and able to adapt to changes - Able to have difficult conversations in a changing work unit. About the team You lead by example and are a role model when it comes to insisting on the highest standards and maintaining an atmosphere of respect for customers. No task is beneath you. You fully live the Amazon Leadership Principles and are passionate about helping your team do the same. You have a high bar for quality and hold your team to the same standards. - Have a track record for being self-motivated and demonstrated ability to follow-through on projects to completion. - Ability to multi-task and maintain composure is critical for success. - Experience communicating with and presenting information to internal and external customers, including senior leaders.