Description • Direct supervisor of a team of associates in which you are responsible for coaching, engagement, communication, developing talent, driving results, performance management, and innovation. • Apply a balanced coaching style based on the individual and situation; use a question-based approach when coaching to influence and motivate. • Manage individual associate performance goals as defined by leadership. Leverage disciplinary processes to manage associate performance accordingly. • Review key business metrics throughout the day; proactively escalate systemic issues and/or implement corrective action plans when required. • Tailor messages depending on the individual or team; focus on communicating critical information / key points when delivering a message; explain tasks and procedures clearly. • Achieve and exceed specific metrics as outlined by operational units; take ownership and be accountable for the customer experience. • Be the pulse of the business; actively observe barriers to compliance, productivity, and quality, and escalate for resolution. • Drive business based projects as assigned by leadership. • Commit to a flexible work schedule based on customer and associate need. Flexibility is expected and required. [Examples: nights, weekends, holidays] Basic Qualifications • Experience in a people management or leadership role which includes coaching and developing others • Proficient in Microsoft Excel and Word • Language fluency (written and spoken) in Japanese Preferred Qualifications • MBA or Master’s Degree • Six Sigma/Lean Processes Improvement experience • Contact Center Operations experience • Project Management methodology knowledge • Experience managing KPIs • Bachelor's degree or experience in Amazon CS 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.