天津招聘

Amazon.com was recently voted #5 most admired company in the US, #1 most innovative, and # 1 in Customer Service. Amazon’s technology business has a history and tradition of leading the world in Web-related technologies and services. Now, with Amazon Web Services (AWS) you have the chance to help individuals and businesses take their computing infrastructures and applications into “the Cloud”. As a member of the AWS Support team, you will be at the forefront of Cloud technologies with interactions across the full breadth of AWS services. You will be surrounded by people that are wickedly smart, passionate about cloud computing, and believe that world class support is critical to customer success. The AWS Support team is a both a self-standing P&L and a critical operational function with the ability to drive Free Cash Flow and a world class customer experience. We have a team of talented technical customer service associates, support engineers and software developers located in 10 locations around the world.

AWS has an opening for a Customer Service Manager who will be the leader for AWS Customer Service based in Beijing, China. We are seeking a Customer Service leader with strong operational, leadership, and strategic thinking ability that will deliver the global standard in customer service for the technology industry. The leader will envision and execute the customer service roadmap for AWS by incorporating best-in-the-world customer centricity and excellent operations skills to drive continuous improvement to the AWS platform. The leader will significantly contribute to the success of AWS by strategically leveraging customer feedback and driving continuous improvement through contact reduction and other initiatives.

The AWS Customer Service Operations Manager will have responsibility to;


· Manage AWS Customer Service operations in China and work closely with all global CS sites
· Drive projects that improve customer support-related processes and our customers support experience
· Responsible for delivery of continuously improving operational metrics and service levels for global AWS Customer Service
· Drive customer communication during customer impacting events (e.g. outages, billing issue, price changes, etc.).
· Represent the AWS voice of the customer to ensure improvements are driven within service teams and self service capabilities within AWS.
· Work with the local site leader and global CS managers to influence operational execution
· Plan and conduct periodic business reviews
· Develop and build a strong customer service team in China and provide high-quality services to ensure outstanding customer experience
· Help define the next 12-24 month customer service roadmap
· Work with AWS leaders and software development teams to design, build, maintain processes and features to make AWS more successful.
· Ensure AWS customer feedback is incorporated into business plans, product roadmaps and feature development.
· Drive innovation with deep insights into customer service business of cutting-edge IT industry.

Basic Qualifications
· Proven experience in managing Customer Service or equivalent operational teams is a must.
· Proven strong customer facing skills required to drive customer communications
· A record of driving projects to design and improve support-related processes.
· Proven strong leadership skills to manage change and critical issues in a highly dynamic environment
· Excellent written and spoken English language skills.
· Excellent presentation skills.
· Bachelor’s degree or equivalent.

Preferred Qualifications
· Absolute passion for ensuring a world-class customer experience with every contact
· Strong experience with quality engineering, process improvement and operational excellence.
· Ability to communicate vision and drive execution and work seamlessly with both technical teams and business teams.
· Strong reputation for attracting and developing the best talent.
· Strong data analysis skills
· Inspiring people manager and adept at quickly growing the organization.
· 2+ years of People Management experience
· Knowledge of Six Sigma/Lean Processes
· Project Management experience is a strong plus
· Experience with Call Center business in Cloud Computing industry is a strong plus
· Master’s degree is a plus

亚马逊于 2004 年进入中国，秉承“顾客至尚”的理念，不断为中国用户创新。目前亚马逊在中国布局的核心战略业务包括以亚马逊海外购和亚马逊全球开店为中心的跨境电子商务，Kindle 电子书阅读器和电子书，亚马逊物流运营和亚马逊云计算服务（AWS）。

依托亚马逊全球15大站点、***的全球资源和跨境物流体系，亚马逊中国持续推进跨境电商战略。2014年， 亚马逊中国正式上线亚马逊海外购商店——亚马逊***本地化、多站点的全球商店，致力于打造中国消费者信赖的选购高品质海外正品的跨境网购首选站点。消费者用中文即可直接购买来自亚马逊美国、英国、日本、德国网站的 30 大 品类、逾 2000 万的海外正品。商品经由亚马逊全球物流体系从海外运营中心直送中国消费者。亚马逊 Prime 会员服务 于2016年10月在中国上线，是亚马逊全球***提供跨境订单全年无限次免费配送的会员服务。

亚马逊全球开店致力于帮助中国卖家发展出口业务、拓展全球市场、打造国际品牌。目前数以万计的中国卖家加入了该项目。包括亚马逊美国、加拿大、德国、英国、法国、意大利、西班牙、日本、墨西哥、澳大利亚、中东及印度在 内的 12 大海外站点已向中国卖家全面开放。中国卖家可将商品销售给亚马逊全球超过 3 亿的活跃用户，以及亚马逊美国、欧洲和日本的数百万企业与机构买家。

亚马逊在全球拥有 175 个运营中心，配备超过 10 万台 Kiva 智能机器人，可将商品配送至 185 个国家和地区。借助全球领先的物流交付能力，亚马逊中国为通过海外购进行跨境网购的中国消费者提供一流的跨境配送体验，并帮助中国卖家出口海外，拓展国际市场。

亚马逊中国致力于为中国消费者带来完善的阅读体验，点燃中国大众的阅读热情。2012年12月，Kindle中国电子书店正式上线，通过与数百家中国出版机构商和进口书商合作，目前为中国读者提供了超过 70 万册电子书。2013 年 6 月，Kindle 电子书阅读器进入中国市场，随后亚马逊陆续为中国消费者带来了 Kindle 电子书阅读器全系列产品，并与全球保持新品同步发售，Kindle Unlimited电子书包月服务与Prime 阅读等服务也相继推出。