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Description

Shipping & Delivery Support (SDS) is looking for a Japanese-speaking Team Manager to support our growth within Manila and help support for our growing transportation customer segments.

In this role, you will be managing a team of Japanese-speaking Customer Support Associates and be responsible for the overall performance and operational delivery of your team. This will require you to work with key support functions such as SDS leaders, Delivery Station Operations, Program Managers, Recruiting, and Human Resources to review performance trends and opportunities and take continual action to improve the service level and quality of performance. Experience with operational management and process improvement is preferred and you should be comfortable with making decisions in the midst of ambiguity. Developing positive working relationships with your team and collaborating across multiple teams will be important for success in this role.

Key job responsibilities

• Excellent ability to solve customer service issues and demonstrate passion for delivering a positive customer experience.

• Developing and achieving performance goals and objectives in order to achieve customer promise expectations ensuring accuracy and quality.

• Accountable for creating a high-performance team resulting in a world class customer experience.

• Manage and develop a team of Japanese-speaking associates supporting the Japan marketplace, this role may handle minimum of 15 associates to 20 or more. Responsible for the overall direction, co-ordination, motivation and evaluation of the team.

• Carry out supervisory responsibilities in accordance with Amazon policies and procedures.

• Regular review of team metrics to uncover associate opportunities and develop plans to improve team performance.

• Implement action plans to resolve performance barriers.

• The Manager must communicate policies to associates and become the primary information source for staff, following up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

• Understanding the use of Customer Service and Company systems and understanding and control of department functions and procedures.

• Development, analysis and improvement of new strategies and procedures. The Manager will have the ability to develop, plan and implement short- and long-range goals.

• Basic project development, management and implementation at the site and network level.

A day in the life

• Manage and mentor a team of Japanese-speaking associates supporting SDS customers.

• Collaborate with internal teams for achievement of goals and implementation of mechanisms and process improvements.

We are open to hiring candidates to work out of one of the following locations:

Manila, PHL

Basic Qualifications

• Completed a Bachelor’s Degree from an accredited university.

• At least 2 years people management experience handling Non-English language support (E.g. Japanese).

• 2 years experience in Customer Service

• Candidate must be able to converse, read, and write basic Japanese (at least N2 certified).

• Hands-on experience in collaborating with remote teams and support groups.

• Experience communicating with and presenting information to internal and external customers.

• English language fluency

Preferred Qualifications

• At least 2 years’ experience in setting up and handling Non-English Language support; previous experience or equivalent managing a Japanese team of associates in customer service environment.

• Understand complexity of handling language support/team with diverse cultural background.

• Ability to function in an ambiguous, fast paced work environment.

• Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills.

• Ability to create and continually support people through individual development plans.

• Positive communicator who understands when necessary how to have tough conversations.

• Ability to confidently facilitate team discussions and communicate business messages.

• Must have strong organizational skills.