Customer Care Team Lead, Amazon Health Services
Description
Whats This Job All About...
PillPack is committed to building the future of pharmacy and to deliver on being the earths 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.
Key job 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 PillPacks 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
Bachelors 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.
Company - PillPack, LLC
Job ID: A2785217
Apply Now
Whats This Job All About...
PillPack is committed to building the future of pharmacy and to deliver on being the earths 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.
Key job 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 PillPacks 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
Bachelors 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.
Company - PillPack, LLC
Job ID: A2785217
Apply Now