AWS CS Frontline Manager (FLM), AWS Customer Service

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Customer Service team you will be at the forefront of this transformational technology assisting a global list of customers that are taking advantage of a growing set of services and features to run their mission-critical applications.

AWS Customer Service provides global support to a wide range of external customers as they build mission-critical
applications on top of AWS services such as Amazon S3 and Amazon EC2. We help with account and billing related
inquiries, and interface with AWS teams to provide the perspective of the Voice of the Customer.

As an AWS CS Front Line Manager (FLM), you are responsible for ensuring that front line Technical Customer Service
Specialists (TCSSs) are set up for success. You will lead your team to deliver results by establishing the right team
structure to respond to customer needs, business goals, and operational/developmental objectives. You will set the
direction and culture of your team by managing individual and team performance expectations and goals, providing
coaching and career development, and conducting frequent one-on-ones focused on improving customer satisfaction,
monitoring real-time service levels, and serving as a point of contact for escalated contact resolution

Key job responsibilities
People Management Responsibilities:

Leading a team of approximately 20 builders; responsible for overall direction, coordination, evaluation, and
day-to-day delivery.
Attracting and hiring bar-raising talent; establishing customized onboarding plans ensuring rapid exposure
and skill development.
Communicating the team's mission, vision, and priorities; helping reports see how their work contributes to
organizational goals and customer outcomes.
Facilitating career growth conversations, providing constructive feedback, aligning individual goals to areas
of interest, and identifying mentors for employees.
Evaluating employees against role guidelines, participating in calibration, and providing fair performance
assessments with clear documentation in regular 1:1s.
Setting clear performance expectations. When employees are not meeting expectations, documenting and
communicating needed changes clearly and respectfully with appropriate timeframes.
Developing employees to grow within and out of role. Leading the promotion process when employees
consistently demonstrate next-level performance.
Identifying and eliminating barriers to accuracy, productivity, and quality. Managing workforce scheduling
and capacity planning.
Carrying out supervisory responsibilities in accordance with Amazon's policies and procedures.
Creating an inclusive team environment where every employee feels valued, trusted, connected, and
informed.
Actively listening to team members and taking action on their input. Fostering harmony between work
responsibilities and personal commitments.

Business/ Operations Management Responsibilities:

Leading the team to deliver results; ensuring team(s) are meeting SLAs and driving the right customer
outcomes.
Auditing employee work to ensure high quality results.
Owning escalated customer contacts and leading efforts to satisfactory resolution.
Identifying risks with mitigation plans before they become roadblocks. Knowing when to escalate. Making
trade-offs: time vs. quality vs. resources.
Performing deep dive analysis on customer contacts to gather lessons learned and update internal
processes.
Working with other support teams to ensure consistent, high-quality support.
Assisting with customer communication during critical launches and support events.
Developing detailed knowledge about specific product lines and features; keeping internal knowledge pages
updated.

Process Improvement & Communication

Identifying and optimizing workflows and best practices for operational excellence. Prioritizing root cause
resolution.
Driving projects that improve support-related processes and customer experience.
Acting as a customer advocate; communicating trends to leadership and suggesting innovative solutions.
Being clear and concise in verbal and written communication (narratives, MBR/QBR, COEs). Trusted to
present to leaders up to three tiers above (L8).
Creating plans, communicating requirements, negotiating priorities, and clarifying what success looks like.
Holding regular team meetings and proactively offering forums for open discussion.

Impact &

Impacting team goals through leadership and operational excellence.
Creating an inclusive culture to support a diverse team. Using empathy and active listening to facilitate team
connection.
Seeking and supporting representation and equity for marginalized voices; challenging the status quo.

About the team
 AWS Customer Service provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. We help with account and billing related inquiries, and interface with AWS teams to provide the perspective of the Voice of the Customer.