About this role
The Delivery Station Liaison (DSL) team advocates for Customers 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 proactively addressing delivery issues before the customer even knows there was a problem. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations and goals, maintaining a focus on improving customer satisfaction, and identifying customer impacting issues and working with stakeholders to implement solutions. Key job responsibilities • Remotely lead a team of 15-30 DSL agents. • Travel to Delivery Stations depending on the business needs (a minimum of three visits per month) to visit teams and build relationships. • Analyse performance metrics and drive performance improvements. • Represent the Voice of Customer in the Delivery Stations and solve problems preventing redelivery to customers. • 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 reporting and regular calls. • Join regular process improvement calls with DSL agents and peers. • Drive DSL agent engagement