Virtual Amazon Customer Service Jobs in Modesto, CA

Amazon is seeking a dynamic and experienced Tour Manager to oversee our Tour Leader program at multiple Fulfillment Centers. This role is crucial in ensuring the delivery of high-quality, engaging tours that showcase Amazon's innovation, technology, and commitment to our employees and the environment. The Tour Manager will be responsible for remotely managing a team of Tour Leaders across various locations, with frequent travel to different sites for in-person observations, audits, and development work. The ideal candidate will have strong leadership skills, a passion for customer experience, and the ability to drive performance across multiple sites.
Key job responsibilities
1. Manage and develop a team of Tour Leaders across multiple Robotics Fulfillment Centers.
2. Occasionally deliver high-caliber Fulfillment Center tours to VIP audiences.
3. Utilize Tour-delivery knowledge to travel frequently to different locations to observe tours, conduct audits, and provide on-site coaching and feedback.
4. Recruit, hire, and onboard new Tour Leaders as needed to maintain optimal staffing levels.
5. Collaborate with product and marketing teams to ensure tours are delivered as designed and meet established goals for capacity, traffic, and customer perception.
6. Develop and implement strategies to continuously improve tour quality and Leader performance.
7. Analyze tour feedback and performance metrics to identify areas for improvement and implement action plans.
8. Ensure all tours comply with safety regulations and Amazon's policies.
9. Create and deliver training programs to keep Tour Leaders updated on new technologies, company initiatives, and best practices in tour delivery.
10. Manage tour schedules and capacity across multiple locations to optimize resource utilization.
11. Act as a liaison between the tour program and other departments within Amazon to facilitate smooth operations and address any issues that arise.
A day in the life
As a Tour Manager, your days will be varied and dynamic. You'll start your day by checking in with your team of Tour Leaders across different time zones, addressing any urgent issues or questions. You'll review performance metrics and customer feedback, identifying trends and areas for improvement.
Throughout the day, you'll have virtual coaching sessions with individual Tour Leaders, discussing their performance and providing guidance on enhancing their tour delivery. You'll also participate in meetings with product and marketing teams to discuss tour content updates, promotional strategies, and performance against goals.
When traveling to Fulfillment Centers, your day will involve observing multiple tours, taking detailed notes, and providing immediate feedback to Tour Leaders. You'll meet with local leadership to discuss the tour program's impact and any site-specific considerations. You may also conduct training sessions or workshops to address common areas for improvement across your team..
About the team
You'll be joining a dedicated team of Tour Program leaders who are passionate about showcasing Amazon's innovation and commitment to excellence. Our team works closely with various departments, including Operations, Human Resources, Public Relations, and Marketing, to ensure our tours effectively communicate Amazon's story and values.
We're a collaborative group that values creativity, data-driven decision making, and continuous improvement. As a Tour Manager, you'll play a key role in shaping the development of our Tour Leaders and the evolution of our tour program. You'll have the opportunity to contribute to strategic initiatives that enhance the public's understanding of Amazon's cutting-edge fulfillment operations and our broader company mission.
This role offers an exciting opportunity to lead a team in a fast-paced, innovative environment while developing your skills in remote management, training and development, and cross-functional collaboration. Join us in elevating Amazon's tour experience and inspiring both our visitors and our Tour Leaders!
BASIC QUALIFICATIONS
- 3+ years of management experience
- Bachelor's degree in a relevant field or equivalent work experience
- Travel up to 25% of the time
- Ability to communicate effectively in English (written and verbal)
- 5+ years of recent professional communications or PR experience
PREFERRED QUALIFICATIONS
- Experience in operations management of fulfillment or distribution centers
- Experience with customer service
- Experience managing large teams across multiple locations and languages
- Ability to Earn Trust at all levels and maintain a high level of professionalism
- Ability to quickly adapt to a changing work environment and priorities
- Proficiency in one or more additional languages
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company's reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
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