AWC CS Frontline Manager (FLM), AWS CS EMEA
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AI Summary
The Frontline Manager is responsible for leading a team of technical customer service specialists to deliver high-quality support and meet operational goals. They will manage team performance, drive process improvements, and act as a customer advocate to ensure a world-class customer experience.
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.
As an AWS CS Front Line Manager (FLM), you are responsible for ensuring that front line Technical Customer Service Specialists (TCSSs) are set up for success. You will lead your team to deliver results by establishing the right team structure to respond to customer needs, business goals, and operational/developmental objectives. You will set the direction and culture of your team by managing individual and team performance expectations and goals, providing coaching and career development, and conducting frequent one-on-ones focused on improving customer satisfaction, monitoring real-time service levels, and serving as a point of contact for escalated contact resolution
As an AWS Customer Service manager, you are accountable for creating and managing a high-performance team resulting in a world class customer experience. You will be able to translate vision and provides direction to achieve individual and team performance goals. You 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 profile/site-wide.
Key job responsibilities
People Management Responsibilities:
Leading a team of approximately 20 builders; responsible for overall direction, coordination, evaluation, and day-to-day delivery.
• Attracting and hiring bar-raising talent; establishing customized on-boarding plans ensuring rapid exposure and skill development.
• Communicating the team's mission, vision, and priorities; helping reports see how their work contributes to organizational goals and customer outcomes.
• Facilitating career growth conversations, providing constructive feedback, aligning individual goals to areas of interest, and identifying mentors for employees.
• Evaluating employees against role guidelines, participating in calibration, and providing fair performance assessments with clear documentation in regular 1:1s.
• Setting clear performance expectations. When employees are not meeting expectations, documenting and communicating needed changes clearly and respectfully with appropriate timeframes.
• Developing employees to grow within and out of role. Leading the promotion process when employees consistently demonstrate next-level performance.
• Identifying and eliminating barriers to accuracy, productivity, and quality. Managing workforce scheduling and capacity planning.
• Carrying out supervisory responsibilities in accordance with Amazon's policies and procedures.
• Creating an inclusive team environment where every employee feels valued, trusted, connected, and informed.
• Actively listening to team members and taking action on their input. Fostering harmony between work responsibilities and personal commitments.
Business/ Operations Management Responsibilities
• Leading the team to deliver results; ensuring team(s) are meeting SLAs and driving the right customer outcomes.
• Auditing employee work to ensure high quality results.
• Owning escalated customer contacts and leading efforts to satisfactory resolution. • Identifying risks with mitigation plans before they become roadblocks. Knowing when to escalate. Making trade-offs: time vs. quality vs. resources.
• Performing deep dive analysis on customer contacts to gather lessons learned and update internal processes.
• Working with other support teams to ensure consistent, high-quality support.
• Assisting with customer communication during critical launches and support events.
• Developing detailed knowledge about specific product lines and features; keeping internal knowledge pages updated. Process Improvement & Communication
• Identifying and optimizing workflows and best practices for operational excellence. Prioritizing root cause resolution.
• Driving projects that improve support-related processes and customer experience.
• Acting as a customer advocate; communicating trends to leadership and suggesting innovative solutions.
• Being clear and concise in verbal and written communication (narratives, MBR/QBR, COEs). Trusted to present to leaders up to three tiers above.
• Creating plans, communicating requirements, negotiating priorities, and clarifying what success looks like.
• Holding regular team meetings and proactively offering forums for open discussion. Impact & Inclusion
• Impacting team goals through leadership and operational excellence.
• Creating an inclusive culture to support a diverse team. Using empathy and active listening to facilitate team connection.
• Seeking and supporting representation and equity for marginalized voices; challenging the status quo.
About the team
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. Basic Qualifications: - Experience managing customers service teams
- 2+ years of proven leadership experience in Customer Services or equivalent high-
- Experience managing and developing a team of 20 direct reports
- Experience driving projects to improve support-related processes and technical support
- Strong interpersonal, verbal, and written communication skills
- Ability to function in an ambiguous, fast-paced work environment
- Flexibility in shift assignments including nights and weekends Preferred Qualifications: - Bachelor's degree in computer science, engineering, mathematics or equivalent, or Bachelor's degree in business administration, finance, economics, computer science, data science, engineering, or other related field
- Experience with AWS technologies
- Experience in project management
- Experience driving process improvements and presenting to senior leadership
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
As an AWS CS Front Line Manager (FLM), you are responsible for ensuring that front line Technical Customer Service Specialists (TCSSs) are set up for success. You will lead your team to deliver results by establishing the right team structure to respond to customer needs, business goals, and operational/developmental objectives. You will set the direction and culture of your team by managing individual and team performance expectations and goals, providing coaching and career development, and conducting frequent one-on-ones focused on improving customer satisfaction, monitoring real-time service levels, and serving as a point of contact for escalated contact resolution
As an AWS Customer Service manager, you are accountable for creating and managing a high-performance team resulting in a world class customer experience. You will be able to translate vision and provides direction to achieve individual and team performance goals. You 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 profile/site-wide.
Key job responsibilities
People Management Responsibilities:
Leading a team of approximately 20 builders; responsible for overall direction, coordination, evaluation, and day-to-day delivery.
• Attracting and hiring bar-raising talent; establishing customized on-boarding plans ensuring rapid exposure and skill development.
• Communicating the team's mission, vision, and priorities; helping reports see how their work contributes to organizational goals and customer outcomes.
• Facilitating career growth conversations, providing constructive feedback, aligning individual goals to areas of interest, and identifying mentors for employees.
• Evaluating employees against role guidelines, participating in calibration, and providing fair performance assessments with clear documentation in regular 1:1s.
• Setting clear performance expectations. When employees are not meeting expectations, documenting and communicating needed changes clearly and respectfully with appropriate timeframes.
• Developing employees to grow within and out of role. Leading the promotion process when employees consistently demonstrate next-level performance.
• Identifying and eliminating barriers to accuracy, productivity, and quality. Managing workforce scheduling and capacity planning.
• Carrying out supervisory responsibilities in accordance with Amazon's policies and procedures.
• Creating an inclusive team environment where every employee feels valued, trusted, connected, and informed.
• Actively listening to team members and taking action on their input. Fostering harmony between work responsibilities and personal commitments.
Business/ Operations Management Responsibilities
• Leading the team to deliver results; ensuring team(s) are meeting SLAs and driving the right customer outcomes.
• Auditing employee work to ensure high quality results.
• Owning escalated customer contacts and leading efforts to satisfactory resolution. • Identifying risks with mitigation plans before they become roadblocks. Knowing when to escalate. Making trade-offs: time vs. quality vs. resources.
• Performing deep dive analysis on customer contacts to gather lessons learned and update internal processes.
• Working with other support teams to ensure consistent, high-quality support.
• Assisting with customer communication during critical launches and support events.
• Developing detailed knowledge about specific product lines and features; keeping internal knowledge pages updated. Process Improvement & Communication
• Identifying and optimizing workflows and best practices for operational excellence. Prioritizing root cause resolution.
• Driving projects that improve support-related processes and customer experience.
• Acting as a customer advocate; communicating trends to leadership and suggesting innovative solutions.
• Being clear and concise in verbal and written communication (narratives, MBR/QBR, COEs). Trusted to present to leaders up to three tiers above.
• Creating plans, communicating requirements, negotiating priorities, and clarifying what success looks like.
• Holding regular team meetings and proactively offering forums for open discussion. Impact & Inclusion
• Impacting team goals through leadership and operational excellence.
• Creating an inclusive culture to support a diverse team. Using empathy and active listening to facilitate team connection.
• Seeking and supporting representation and equity for marginalized voices; challenging the status quo.
About the team
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. Basic Qualifications: - Experience managing customers service teams
- 2+ years of proven leadership experience in Customer Services or equivalent high-
- Experience managing and developing a team of 20 direct reports
- Experience driving projects to improve support-related processes and technical support
- Strong interpersonal, verbal, and written communication skills
- Ability to function in an ambiguous, fast-paced work environment
- Flexibility in shift assignments including nights and weekends Preferred Qualifications: - Bachelor's degree in computer science, engineering, mathematics or equivalent, or Bachelor's degree in business administration, finance, economics, computer science, data science, engineering, or other related field
- Experience with AWS technologies
- Experience in project management
- Experience driving process improvements and presenting to senior leadership
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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