Description
Operations is the heart and soul of everything Amazon does. It is thanks to effective operations that items are processed and dispatched to our customers on time. Being a Lead Retail Associate gives you the chance to see how all the different parts of operations work and play a role in making sure everything runs smoothly. You'll be part of the dedicated team at Amazon that makes the return and pickup of packages convenient at our Customer Experience Operations (CXO) retail locations.
You’ll be the first point of contact for team members during their shift and help them follow the processes that your managers have put in place. This is a hands‑on role, which will give you experience in using the tools and systems that make our operations successful.
Please note this position will be based at Angel. This role requires open availability between 8:30am and 9:30pm.
Key job responsibilities
* Measure and monitor workflows, track onsite performance, and provide important shift information to frontline management to ensure operational excellence across shifts
* Support and train employees to deliver great service and supervise them in their daily tasks
* Support the Shift/Area Manager with projects to improve processes, cultivate a safe working environment, and increase workforce engagement
* Work with other departments to find solutions to address common issues or support needs in areas of key performance
* Use data analysis to identify ways to optimise safety, quality and productivity
* Interact with customers by effectively using customer engagement strategies and model desired behaviour for the rest of the team.
* Provide peer‑to‑peer feedback on processes and standards, serving as the escalation point to assist associate peers in solving customer issues, where appropriate.
* Contribute to continuous improvement of the customer experience and operations by participating in the development of best practices
* Help identify and communicate barriers and trends that contribute to the customer and associate experience
* Work with a manager to maintain the physical safety and quality standards of the site
* Work in a fast changing and ambiguous environment
A day in the life
As a Lead Retail Associate you’ll be based in one of our retail locations. You will be the face of Amazon and contribute to the vibrant culture based on customer obsession, trust, respect, integrity, continuous learning, and fun. You will assist with customer service operations and floor leader responsibilities.
About the team
Interested in joining our dedicated team at Amazon that makes the return of pickup and packages convenient for our customers at our Locker+ retail locations? Curious to be at the heart of where innovation meets customer obsession?
Customer Experience Operations (CXO) is an exciting organization within Amazon specialising in delighting our customers with quality service in an ever‑changing environment. Our goal is to go beyond assisting with customer orders. We strive to connect personally with our customers and uplift their lives – even if for just a few moments. We operate out of designated retail locations – where it’s convenient for our customers – helping facilitate the delivery and return of customer orders.
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Basic Qualifications
* Advanced proficiency in local language in both written and verbal communication (C1 Common European Framework of Reference, CEFR)
* Relevant experience working with data analytics and using these metrics to identify problems
Preferred Qualifications
* Experience of stakeholder management including building and maintaining professional relationships
* Experience in an operational environment, such as logistics, retail, hospitality, or customer service
* Upper intermediate proficiency in English
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( https://www.amazon.jobs/en/privacy_page ) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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.
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