Amazon.com Services LLC Looking For Manager, Global Customer Service and Support, Global Travel and Events at Arlington, VA Full Time

Bachelor’s Degree or equivalent work experience

10+ years of experience with large global travel and meeting customer support teams

5+ years of travel operations experience

Comprehensive understanding of the travel and meeting industry ecosystem

Job summary

Locations include: Arlington, VA, New York City, Atlanta, GA, Dallas, TX, and Austin, TX.

The Global Travel Operations Customer Support Leader is responsible for designing and delivering a world-class, premium travel service experience to our customers to ensure all customer support needs are correctly prioritized, serviced, and continuously assessed according to protocol and service agreement guidelines and standards.

The Customer Support Leader, will drive the strategy of the global customer service programs and processes to innovate and ensure an exceptional and seamless traveler support experience occurs.

The Customer Support Leader is a data-driven manager who will gather insights, measure and drive solutions to create data driven knowledge-based opportunities for continuous improvement, refining internal processes to support the global travel & events program.

Key job responsibilities

Define the overall customer support strategy to drive an exceptional customer experience for all travel and event service and support needs by implementing a service with leading-edge systems and processes and the necessary practices to scale to the organizations needs

Provide strategic direction and operational leadership for the customer service response team. Set expectations to ensure all team members are providing an outstanding customer service.

Plan, organize, and direct employees and other resources responsible for timely, accurate and professional responses to customers through various contact channels (e.g., service tickets, phone, SMS/text, email, other)

Reduce customer ticket (SIM-T) response time and increase customer satisfaction.

Lead the implementation of service standards, analyzes performance, and takes corrective action to achieve optimum levels of customer service consistent with business objectives. Actively develops and mentors team members to improve leadership, coaching and delivering results.

Ensure the delivery of appropriate customer support planning, scheduling, staffing and service level (average speed of responses), monitoring across all regions to ensure comprehensive delivery for 24/7 support.

A day in the life

Develop training strategy that enables customer service personnel to deliver excellent service, accurately and thoroughly.

Drive a culture of continual service improvement, process simplification and accountability across all the team.

Review information and document interaction notes in the company’s service systems, and comply with company policies and procedures in all contact handling activities.

Responsible for creating and delivering operational metrics, performance indicators and customer satisfaction levels

Utilize internal service metrics, analytics, and internal surveys to identify, analyze and solve program gaps

About the team

Amazon’s Global Travel & Event’s goal is to transform its program into an industry leading premiere global travel and events solution which will redefine business travel standards and expectations. With a starting point of defining the customer experience, the Global Travel Operations Team will iteratively work backwards to ensure an exceptional travel experience.

Organizational and analytical skills, excellent written and oral communication skills,

Problem-solving skills; ability to use data and metrics to back up assumptions and develop business cases

Data driven and process-oriented; demonstrated ability to rationalize and regularize inconsistent procedures to establish a consistently global standard.

5+ years of management experience

Comprehensive understanding of the travel and meeting industry ecosystem

Technology-savvy; experienced with travel agency systems, including mid- and back-office systems, travel technologies, meetings management system, digital and social media

Ability to effectively manage multiple projects and project teams

Team oriented, customer-centric, results and deadline-driven

Sets priorities and able to work in a fast-paced, multi-project environment

Takes ownership and proactively find solutions and resolve issues

Sense of urgency and remain calm under pressure

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.