Team Manager, Goodreads

19 hours ago

Cape Town, South Africa Amazon Dev Centre South Africa Full time

Experience in a Customer Service roles
- Superior writing and communication skills
- Microsoft Office suite skills
- Basic technical knowledge (familiarity with HTML, browsers, internet terminology, troubleshooting skills)

Job summary

The Goodreads Experts team supports our growing community of more than 100 million members and evangelizes our fun, energetic, literary brand.

The number one priority for the Goodreads Team Manager is to support the Experts who will directly report to them. Team Managers are responsible for the coaching, development, performance and engagement of Experts. The role expects them to demonstrate and drive the Goodreads Expert tenets.

The ideal Goodreads Team Manager understands that supporting their people is the most critical role they perform. To achieve this they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them. They invest time in developing their people and build a work environment where Experts are engaged.

Goodreads Team managers use quantitative and qualitative data to identify opportunities to coach their people and celebrate their success. They are responsible for the communication and management of Expert scheduling and ownership of payroll. As a leader of customer facing Experts, Team managers are expected to role model Goodreads Core values and Amazon Leadership principles.

Key job responsibilities
- Manage daily operations on the floor through metrics monitoring(real-time tool), live resource reallocation, and team meetings and huddles
- Handle all day-to-day administrative tasks including MyTime, Attendance tracking and reporting and Payroll
- Coach small teams of 4-10 Experts to drive performance improvements through regular 1-1 coaching and mentoring sessions
- Actively manage performance trends (site and individual)
- Create and continually support people through individual development plans
- Guide individual and team projects across sites to drive and achieve network results
- Own emerging issues and escalations, and drive to resolution
- Facilitate team discussions and communicate business messages
- Drive an engaged team culture through Connections results and Insights

About the team

Goodreads is the place for readers and book recommendations. Our mission is to help people find and share books they love.

We aim to change the world one person at a time by putting the right books in their hands at the right time.
- Bachelors degree
- Goodreads experience
- People management experience in frontline customer facing teams

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