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Customer Service Team Lead

Amazon

Our mission: To be Earth's most customer-centric company.

DESCRIPTION

Job summary
PillPack is committed to building the future of pharmacy and to deliver on being the earth’s most
customer centric Pharmacy. To get there, we need exceptionally talented, bright, and driven people. If you
are passionate about the future of healthcare this is your chance to make history by joining the Pharmacy
Customer Care team. A Team Manager sets the vision and culture of their team by setting individual and
team performance expectations/goals, maintaining focus on improving customer satisfaction, and
identifying customer impacting issues and implementing dynamic solutions.

Available shifts for this opening:
Monday – Friday 6:00am-2:00pm
Monday – Friday 12:00pm-8:00pm
Tuesday – Friday 12:00pm-8:00pm & Saturday 10:00am-6:00pm

Core Responsibilities
• Lead and develop a team of associates; responsible for the overall performance management,
coordination and evaluation of the team
• Develop and achieve performance goals and objectives in line with the network wide vision and
goals
• Carry out supervisory responsibilities in accordance with PillPack’s policies and procedures;
additional responsibilities include interviewing, training, planning and assigning work, reviewing
employee performance, and conflict resolution
• Mentor to new managers and as well as employees with high growth potential
• Develop and achieving performance goals for an individual and team
• Communicate policies to associates as the primary information source for staff
• Lead engagement activities for across your site
• Manage Service Level Agreements (SLA) and metrics surrounding quality, customer experience,
customer satisfaction, and other necessary Key Performance Indicators (KPI)
• Troubleshoot issues relating to process affecting the SLAs compliance
• Assume Direct Report job responsibilities as needed to meet performance goals and ensure SLAs
are met
• Responsible for quality and productivity of assigned team
• Identify customer issues, building and implement solutions to include process improvements
• Drive process improvement and continuous improvement culture through ‘kaizen’ and lean projects
• Identify and eliminate barriers to accuracy, productivity, and quality
• Additional responsibilities include: interviewing, training, and motivating employees; planning,
assigning and directing work; recognizing and administering reward for Associates
• Insist on high standards while nurturing a culture of Ownership and Engagement
• Demonstrate a strong bias for action in identifying areas to improve processes

BASIC QUALIFICATIONS

• Bachelor’s Degree or 2+ years experience
• Must be open to varying shifts dependent on business needs (this includes but is not limited to
nights, weekends, and holidays)
• Experience with Microsoft Office Suite and Google Suite
• Proof of full vaccination against COVID-19 for positions based in New York State, Washington State
and other jurisdictions as required by, and subject to, applicable law.

PREFERRED QUALIFICATIONS

• Display a positive work ethic, strong interpersonal skills, adherence to company policies and a
commitment to excellent customer service
• Passionate problem solving skills
• Ability to thrive in a fast paced work environment and adjust focus as needed
• Ability to work from the Pillpack by Amazon Pharmacy facility
• Demonstrated experience managing Sales/Customer Service teams, preferably in a contact center
environment. Strong preference to those who managed other people managers
• Powerful communication skills across all mediums and excellent attention to detail
• Ability to maintain confidentiality
• An enthusiastic leader who is able to motivate and drive others
• Experience with Slack

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.

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Customer Service Team Lead

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Amazon

Our mission: To be Earth's most customer-centric company.

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