Team Manager, Delivery Station Liaison , Team Manager, Delivery Station Liaison

この求人は、Amazonのデリバリーステーション連絡チームマネージャーの募集です。日本在住者のみが対象で、在宅勤務となります。

職務概要
Amazon Logisticsのデリバリーステーションに配置されたカスタマーサポートチームを管理し、配送に関する顧客対応をリアルタイムで行う新しいサービスモデルを日本で展開する役割です。15〜20名のカスタマーサポート担当者を統括します。

Delivery Station Liaison Team Manager
Location : Remote Location - Japan（在宅勤務）
Only candidates based in Japan will be considered for this role.

At Amazon we're working to be the most Customer-centric company on earth and we are constantly improving how we fulfill and deliver customer orders. Our goal is to exceed expectations by continually striving to innovate and provide best in class customer support as we expand our logistics products and services. To improve the customer experience we are establishing a group of delivery station based customer service associates that enables real-time, hands-on investigation of where a package is and how Amazon can get it to a customer as quickly as possible. Additionally, it provides customer access to local experts who can provide them the most accurate and up-to-date information about their packages and how Amazon is resolving potential delivery issues affecting them.


Key job responsibilities
この求人は、Amazonのデリバリーステーション連絡（DSL）カスタマーサービスチームマネージャーの募集です。日本在住者のみが対象で、在宅勤務となります。

職務概要
デリバリーステーション内からカスタマーサービスを提供する新しいチームを管理します。配送失敗後の緊急再配達対応や、顧客が問題に気づく前に先回りして配送問題を解決することで、顧客の手間を削減します。約15名のエージェントを統括します。

主な業務内容
- チーム管理: 日本全国に配置された最低15名のDSLエージェントをリモートで統括
- パフォーマンス分析: メトリクスとパフォーマンスの分析・評価
- 定例報告: グループマネージャーやオペレーションマネージャーとの週次ビジネスレビューに参加し、パフォーマンス報告とアクションプラン共有
- コーチング: エージェントの継続的なパフォーマンス向上支援
- 品質管理: 顧客対応の監査とキャリブレーションセッションへの参加
- ステークホルダー連携: Amazon Logisticsチームとの訪問、報告、定期的な連絡
- 顧客代弁: デリバリーステーションで顧客の声を代表し、再配達を妨げる問題を解決
- プロセス改善: DSLエージェントや同僚との定期的な改善（Gemba）ミーティングへの参加
- 現地訪問: 必要に応じてデリバリーステーションを訪問し、チームとの関係構築

求められる資質
- チームメンバーの動機付けと育成への情熱
- システム的な問題への深掘りと解決策の開発能力
- 顧客中心の思考
- 個人・チーム目標の設定と顧客満足度向上へのフォーカス

勤務条件
- フルタイム・在宅勤務（日本国内）
- 必要に応じてデリバリーステーションへの出張あり

この職種は、配送現場に密着したカスタマーサービスという新しいアプローチで、リモートマネジメントとオペレーション改善の両方のスキルが求められるポジションです。

The Delivery Station Liaison (DSL) team provides Customer Service (CS) from within the heart of Amazon’s Delivery Stations. The team provides support to customers who have experienced a failed delivery and require an urgent reattempt, as well as reducing Customer effort by pre-emptively addressing delivery issues before the customer even knows there was a problem.

The JP DSL Team is looking for a full time Team Managerto help pioneer this new method of customer service across Japan. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations/goals, maintaining focus on improving customer satisfaction, and identifying customer impacting issues and working with stakeholders to implement solutions.

Are you passionate about motivating and developing a team of driven, customer-obsessed associates? Do you love to dive into systemic issues and develop solutions to challenging problems? If you answered yes to both these questions we have the career for you! Amazon is looking for a Team Manager who will have responsibility for approximately 15 agents based across Japan.

Remotely lead a team of minimum 15 DSL agents

Analyze performance and metrics.

Join Weekly Business Review calls with Group and Operations Managers to report on performance and share action plans where required.

Coach agents to continuously improve performance

Audit customer contacts and take part in calibration sessions to ensure we maintain a high bar for customer interactions

Engage with stakeholders from Amazon Logistics through visit,reporting and regular calls.

Represent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery to customers

Join regular process improvement (“Gemba”) calls with DSL agents and peers

Travel to Delivery Stations to visit teams and build relationships as and when needed.

A day in the life
このポジションの最優先事項は、チームメンバーが世界クラスの顧客体験を提供できるようサポートすることです。チームマネージャーは、個人・チーム目標の設定、顧客満足度向上へのフォーカス、顧客に影響する問題の特定と動的な解決策の実施を通じて、チームのビジョンと文化を形成します。

The number one priority for this role is to ensure that associates are supported to deliver a world class customer experience. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations/goals, maintaining focus on improving customer satisfaction, and identifying customer impacting issues and implementing dynamic solutions.
The ideal Team Manager understands that supporting their people is the most important role they perform. To achieve this, they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them and invests time in developing their people to feel supported to become legends! They build an inclusive work environment where associates are engaged and feel a positive sense of achievement about their role in creating world class service.

About the team
DSLチームについて
DSLチームは、Amazon Logistics（AMZL）拠点内における顧客の声を代表するポジションとなります。

主な業務内容
当日配送の再配達を最優先:
- 配送失敗があった場合、同日中の再配達を優先的に実施
- 顧客への迅速な対応を重視

先回り型の問題解決:
- 配送の障壁となる可能性のある問題を事前に特定
- 顧客が問題に気づく前に解決策を実施

顧客第一のカスタマーサービス:
- 顧客へのアウトバウンドコール（発信）を通じて、これらすべてを実現
- 最高水準の顧客対応を提供

つまり、DSLチームは「配送現場に密着し、問題が起きる前に先手を打って解決する、プロアクティブなカスタマーサービスチーム」です。従来の「問い合わせを待つ」受動的なカスタマーサービスではなく、自ら顧客に連絡して問題を解決する能動的なアプローチが特徴です。

The Delivery Station Liaison (DSL) team are the voice of the customer from within Amazon Logistics (AMZL) sites. The team prioritize same day delivery reattempts to deliver for the customer and work in a pre-emptive manner to remove any potential barriers to deliver. All of this is completed whilst providing first in class customer service via outbound calls to our customers.

Basic Qualifications

- カスタマーサービス環境で15-20名のアソシエイトのマネジメント経験（コンタクトセンター経験が望ましい）
- 優れた文書・口頭でのコミュニケーション能力（対面・リモート両方）
- 多様な環境で幅広い関係者と効果的にコミュニケーションできる対人スキル
- 重要な状況下での冷静さと明確なコミュニケーション能力
- 複雑な問題解決能力（データ収集、根本原因分析、優先順位付け、迅速な意思決定）
- 迅速な関係構築能力
- ポジティブなチーム環境の醸成と協力体制の構築
- 柔軟なシフト対応（週末・祝日含む）
- デリバリーステーションネットワーク全体への出張対応
- Previous experience managing 15-20 customer service associates in a customer service environment, experience within a contact center preferred.
- Excellent written and verbal communication skills both remotely and face to face.
- Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment.
- Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
- Proven ability to solve complex problems - proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently.
- Proven ability to make and implement decisions.
- Proven ability to build relationships quickly.
- Fosters a positive team environment and collaboration within the site.
- Easily approachable, cooperative, and a team player, easily gains the trust and support of associates, supervisors and peers.
- Ability to work flexible working shifts, including weekends, and holidays.
- Travel as need across your network of Delivery Stations (100%).

Preferred Qualifications

- 日本語・英語の両方で流暢な読み書き・会話能力
- プロジェクトマネジメントおよび人材マネジメントスキル
- ペースの速い、高度に協力的でダイナミックな職場環境での業務に対応できる
- ビジネスセンスとビジョンの創造・伝達・達成能力
- 多様なグループでの業務と包括的な文化への貢献に意欲的
- Write, read and speak fluently both Japanese and English
- Project management and people management skills.
- Comfortable working in a fast paced, highly collaborative, dynamic work environment.
- Business sense and ability to create, communicate and achieve a vision.
- Excited about working in a diverse group and contributing to an inclusive culture

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.