Service Readiness Manager , Ops Tech Solutions (OTS)
Amazon
Description
We are seeking an experienced and strategic leader to oversee our Service Readiness Team. This team includes Knowledge Management, Service Transition, and Training Coordinator Specialists . This pivotal role will be responsible for driving continuous improvement and innovation across these integral functions, ensuring our support organization is equipped with the skills, knowledge, and tools to deliver exceptional customer experiences.
Key job responsibilities
As the Manager, you will lead a high-performing team of specialized experts who are responsible for:
Developing comprehensive knowledge bases, self-help content, and agent-facing resources
Overseeing the on-boarding and transition of new products, services, and technologies
Designing and delivering impactful training programs to equip agents with the right capabilities
This is a complex, multi-faceted role that requires a unique blend of technical expertise, project management prowess, and people leadership skills. You will work closely with cross-functional stakeholders to align training, knowledge, and transition initiatives with evolving business and customer needs.
Key job responsibilities
- Provide strategic direction and operational oversight for the Knowledge Management, Service Transition, and Training Coordinator team
- Lead the development of comprehensive knowledge bases, self-help resources, and agent-facing tools to enable efficient and effective customer support
- Oversee the transition and on-boarding of new products, services, and technologies, ensuring a seamless experience for both agents and customers
- Design and continuously improve engaging, effective training programs that prepare agents to handle even the most complex support inquiries
If you're a strategic, results-driven leader with a passion for empowering support teams, we'd love to hear from you. Join our team and make a tangible impact on our customers' success!
A day in the life
- Your day starts by reviewing your calendar and priorities, then check in with your team overseeing the Knowledge Management, Service Transition, and Training Coordinator team members, your day will be filled with a variety of strategic and operational responsibilities.
- You will meet with your team to discuss any pressing issues or needs. Throughout the day, you will join meetings with cross-functional stakeholders to provide updates on the development of knowledge bases, self-help resources, and training programs that support our customer service agents.
- You will make time to observe training sessions, provide feedback to your team, and review key metrics to identify areas for continuous improvement.
- People management is a critical aspect of this role, so you will dedicate time to meeting with your direct reports individually, offering guidance on their professional development goals. Spending time each day planning for the future maintaining a strategic mindset while also being hands-on in the day-to-day operations is essential in this complex, multi-faceted role.