Job description

• Bachelor's degree or equivalent work experience required.
• 4+ years people management experience.
• 2+ years Luxury client-facing experience.
• Excellent time-management, organizational and prioritization skills.
• Strong oral (speaking, listening, interpretation) and written communication skills.
• Ability to be flexible in coverage.
• Strong attention to detail and excellent problem-solving skills.
• Passion for ensuring a great customer experience with every contact.
• Effectively manage multiple projects and priorities in a fast-paced, deadline-driven environment.
• 4-6 years professional experience, preferably in high-end designer or luxury Fashion and/or Beauty.

Job summary
Are you inspired by luxury fashion and beauty and helping consumers discover these brands online in new, innovative ways? Do you see the opportunity to connect the luxury industry with Amazon’s hundreds of millions of customers and establish Amazon as the next destination of luxury? Are you seeking opportunities to learn and apply cutting-edge technology to tackle challenging business problems?

In partnership with Amazon Luxury Stores, Shopbop is seeking a Customer Service Manager to lead and develop a team of Customer Service Associates and Personal Stylists for Amazon Luxury Stores.

Key job responsibilities

• Lead and develop a team of 20-30 associates; responsible for the overall direction, coordination and evaluation of the team.
• Identify and eliminate barriers to accuracy, productivity, and quality.
• Responsible for the day-to-day operations, coaching, and development of a team of representatives whose primary function is to provide best in class quality customer service by responding to inquiries, investigating requests and resolving problems.
• Recruit, interview, train and motivate employees; plan, assign and direct work; reward and discipline employees; and support effective conflict resolution.
• Communicate policies to associates as the primary information source; following-up to ensure compliance and consistency; take corrective action as necessary.
• Solve complex customer service issues and proactively head off negative service trends.
• Constantly analyze and improve strategies/processes and develop and implement short- and long-range goals.
• Develop and achieve performance goals and objectives in order to achieve customer promise expectations.
• Demonstrate strong business acumen, including problem solving skills, critical thinking, and a willingness to be vocally self-critical.
• Responsible for development and maintenance of ongoing metrics including preparing and delivering business reviews for Sr. Management.
• Deliver results quickly with little supervision in a dynamic and often ambiguous environment.
• Proficient in Excel. Able to analyze data to drive decision making.
• Knowledge of contact center management.
• Experience using analytical, sales, and productivity tools including Oracle Business Intelligence, SalesForce, Microsoft Office Suites, Microsoft OneNote, and Microsoft SharePoint.
• Program management experience.
• Problem-solving passion and service orientation.

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.

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Workers in New York City who perform in-person work or interact with the public in the course of business must show proof they have been fully vaccinated against COVID or request and receive approval for a reasonable accommodation, including medical or religious accommodation.

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