Customer Service Leader: Drive Experience & Operational Impact

Amazon; Trenton (NJ); On-site; USD 27,552 - 41,328; Full time

Job summary

Amazon in Trenton is seeking a Customer Service Manager to lead a team of ~100 associates and five team managers, driving customer experience and operational excellence. You will oversee performance, collaborate across business groups on initiatives, and serve as the escalation point for issues impacting customers.

Strong leadership, Excel skills, and the ability to thrive in a fast-paced environment are essential for success.

Qualifications

• Bachelor’s degree (any field) with a strong academic record.
• Minimum 2 years of experience leading people.
• Fluent in English.
• Proficient in Microsoft Excel.
• Strong communication, listening, writing, and problem‑solving skills.
• Ability to work efficiently in a dynamic, ambiguous environment and meet tight deadlines.
• Capacity to drive new ideas and innovative solutions.

Responsibilities

• Lead and support approximately 100 associates, overseeing five team managers.
• Ensure team managers focus on supporting associates and preventing issues from escalating.
• Oversee operational performance and drive continuous improvement to enhance customer experience.
• Act as an escalation point for team managers and associates on issues affecting customer experience.
• Collaborate with business groups on operational initiatives, launches, messaging, and feedback.
• Participate in metric calls and contribute to business decisions.

Skills

Fluent in English

Microsoft Excel

Strong communication

Problem solving

Adaptability

Innovative thinking

Education

Bachelor’s degree (any field)

Job description

Amazon in Trenton is seeking a Customer Service Manager to lead a team of ~100 associates and five team managers, driving customer experience and operational excellence. You will oversee performance, collaborate across business groups on initiatives, and serve as the escalation point for issues impacting customers.

Strong leadership, Excel skills, and the ability to thrive in a fast-paced environment are essential for success.