DESCRIPTION

An ECR Operations Manager I sets the vision, direction, and culture of their direct reports by motivating a team of ECR Specialists, driving process improvement, and improving the customer experience through anecdotes, data and metrics.

They manage the production and non-production duties of the team, highly sensitive customer interactions, team performance, and network projects.

Key job responsibilities
People Management:
-Successful leadership and development of a team of ECR specialists.
-Maintain the team in accordance with Amazon.com's policies and procedures including effective staffing, work planning, corrective action and conflict resolution.
-Drive team improvements through analyzing team metrics, anecdotes and reviewing individual performance.
-Enable a self-driven, customer-focused and innovative team.

Project Management:
-Create solutions for complex customer service issues and become proactive in resolving negative customer service trends.
-Identify, own, and champion medium to high complexity projects.
-Able to develop, plan, and implement short and long-term goals.
-Ability to overcome obstacles and influence stakeholders to get the desired results.


Production:
-Guide ECR specialists through resolving high complexity or sensitive customer interactions.
-Analyze trend and business insights identified through executive and CS contacts to drive mutually beneficial resolutions impacting the broader customer base.
-Intake all current non-production work demands of the team for review and ownership or delegation.




About the team
Stores Executive Customer Relations (ECR) serves as the highest point of escalation within front-line Customer Service. ECR preserves the Amazon.com customer experience on behalf of Amazon Executive Leadership, providing support/insight to multiple stakeholder groups while driving real-time process improvement.

ECR receives support requests from the Executive Leadership team’s Executive Assistant and internal business teams who receive requests for resolution, identified process fails, or require assistance beyond their scope and expertise.

ECR resolves the complex customer issues and uses the customer's voice to identify root causes, create lasting solutions for defects, and protects and restores trust in the brand.