Manager, Digital and Device Command Center
How often have you had an opportunity to lead a Crisis Management team that is tasked with end-to-end management of global emerging issues? Do you have the drive to deliver multiple projects on time, every time, with deliverables that exceed audience expectations? Do you thrive in a fast-moving culture where the ability to think on your feet while calmly leading your team through the storm and remaining customer obsessed is highly valued?Amazon's Digital and Device Command Center (D2C2) is looking for a Manager who loves problem solving, coordinating, and managing a team of Program Specialists to ensure customer impacting issues are mitigated quickly and correctly.
D2C2 is a dynamic Crisis Management team tasked with end-to-end management of global emerging issues across all of Amazon's digital and device products and services.
In this role, you will work closely with multiple stakeholders including senior management, tech teams, business teams, and customer service operations teams globally.
You will creatively problem solve and think of scrappy solutions to drive improvements that enable the global D2C2 team to learn, operate, measure, and continually improve quality in the midst of a fast past, constantly evolving environment.
As a D2C2 Manager you will:
Provide day to day real-time support to your team of Program Specialists to ensure effective emerging issue management while supporting the team on prioritization of conflicting priorities based on severity level and global impact.
Provide global team support of Program Specialists on an as-needed basis.
Assist, support, and coach Program Specialists in diagnosing technical, operational, system and process issues and propose solutions that will remove barriers to enable resolutions for customers.
Develop the team to manage and support all levels of emerging issues, including highly visible ones.
Identify inhibiting work practices and propose solutions as needed to implement scalable, repeatable processes.
Own and manage Quality Program for team of Program Specialists by conducting, documenting, and supporting regular quality audits to drive high quality output while partnering with peer group on process improvements.
Coach and develop team of Program Specialists on process, tools, prioritization based on severity during conflicting priorities, and stakeholder communication with the goal of ensuring high event quality, timely emerging issue escalation, and continuous improvement in growth.
Represent D2C2 inputs on global emergency response (GRASP) calls in a 24/7/365 on-call capacity (should be flexible to cover on-call shifts on weekdays and weekends).
Manage and support global D2C2 process and policy to ensure relevant changes are made to adapt to the ever-evolving scope of the business and the world.
Create, deliver, and maintain accessible onboarding of new hires, adapting to either a virtual or in person environment.
Support weekly metrics meeting preparation, reporting, and attendance.
Use strong interpersonal and communication skills to work with varying audiences including customers, operational and business teams, highly technical engineers/developers, and executive level management.
Understand and translate technical jargon into a consumable format for stakeholders, including owning reports to senior management.
Demonstrate excellent time-management skills with the ability to work effectively while using departmental resources, policies and procedures.
Demonstrate emotional maturity and grace under pressure in all communications.
Comfortably and effectively give and receive 360-degree feedback in a constructive manner across all levels, globally.
Influence without authority to deliver results on a global scale.
The ideal candidate will be able to quickly assess a situation with limited information or resources then clearly and calmly recommend a path forward for the global D2C2 team, while also passionately advocating for the customer and guiding the team through ambiguity.
This role requires the ability to manage a team of Program Specialists and guide them in learning how to multi-task utilizing a wide variety of software tools to confirm customer experiences, conduct initial troubleshooting, research CS policies and communicate effective solutions.
Additionally, the ideal candidate will have great people skills, experience working with others around the globe, and be willing and able to 'roll their sleeves up' and dive into problems when needed--including in a regularly scheduled on-call capacity supporting emergency scenarios.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
D2C2 is a dynamic Crisis Management team tasked with end-to-end management of global emerging issues across all of Amazon's digital and device products and services.
In this role, you will work closely with multiple stakeholders including senior management, tech teams, business teams, and customer service operations teams globally.
You will creatively problem solve and think of scrappy solutions to drive improvements that enable the global D2C2 team to learn, operate, measure, and continually improve quality in the midst of a fast past, constantly evolving environment.
As a D2C2 Manager you will:
Provide day to day real-time support to your team of Program Specialists to ensure effective emerging issue management while supporting the team on prioritization of conflicting priorities based on severity level and global impact.
Provide global team support of Program Specialists on an as-needed basis.
Assist, support, and coach Program Specialists in diagnosing technical, operational, system and process issues and propose solutions that will remove barriers to enable resolutions for customers.
Develop the team to manage and support all levels of emerging issues, including highly visible ones.
Identify inhibiting work practices and propose solutions as needed to implement scalable, repeatable processes.
Own and manage Quality Program for team of Program Specialists by conducting, documenting, and supporting regular quality audits to drive high quality output while partnering with peer group on process improvements.
Coach and develop team of Program Specialists on process, tools, prioritization based on severity during conflicting priorities, and stakeholder communication with the goal of ensuring high event quality, timely emerging issue escalation, and continuous improvement in growth.
Represent D2C2 inputs on global emergency response (GRASP) calls in a 24/7/365 on-call capacity (should be flexible to cover on-call shifts on weekdays and weekends).
Manage and support global D2C2 process and policy to ensure relevant changes are made to adapt to the ever-evolving scope of the business and the world.
Create, deliver, and maintain accessible onboarding of new hires, adapting to either a virtual or in person environment.
Support weekly metrics meeting preparation, reporting, and attendance.
Use strong interpersonal and communication skills to work with varying audiences including customers, operational and business teams, highly technical engineers/developers, and executive level management.
Understand and translate technical jargon into a consumable format for stakeholders, including owning reports to senior management.
Demonstrate excellent time-management skills with the ability to work effectively while using departmental resources, policies and procedures.
Demonstrate emotional maturity and grace under pressure in all communications.
Comfortably and effectively give and receive 360-degree feedback in a constructive manner across all levels, globally.
Influence without authority to deliver results on a global scale.
The ideal candidate will be able to quickly assess a situation with limited information or resources then clearly and calmly recommend a path forward for the global D2C2 team, while also passionately advocating for the customer and guiding the team through ambiguity.
This role requires the ability to manage a team of Program Specialists and guide them in learning how to multi-task utilizing a wide variety of software tools to confirm customer experiences, conduct initial troubleshooting, research CS policies and communicate effective solutions.
Additionally, the ideal candidate will have great people skills, experience working with others around the globe, and be willing and able to 'roll their sleeves up' and dive into problems when needed--including in a regularly scheduled on-call capacity supporting emergency scenarios.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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