Amazon
CS Team Manager (Spanish), Delivery Station Liaison
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
CS Team Manager (Spanish), Delivery Station Liaison
Customer Service Team Manager – Delivery Station Liaison (DSL Team Manager)
📍 Spain (AMZL) | Amazon
Are you passionate about motivating and developing a team of driven, customer-obsessed associates? Do you love diving into systemic delivery issues and developing solutions to challenging problems?
If yes—this is the role for you.
What You’ll Do
As a Customer Service Team Manager within our Delivery Station Liaison (DSL) team, you’ll bridge the gap between Customer Service and Delivery Station operations, ensuring real-time resolution of customer escalations and driving Same-Day Delivery Success Rate (DSR).
Your primary focus: ✔ Empowering a team of 20+ DSP associates across Spain (DS, XPT, AMPL, Hub) with proactive support ✔ Ensuring world-class customer recovery for same-day deliveries via high-quality coaching ✔ Identifying & alleviating systemic delivery issues with dynamic, long-term solutions
You’ll be the hands-on leader who: 🔹 Sets a vision & culture of excellence, fostering engagement, support, and individual growth 🔹 Prioritises people development through candid 1:1 coaching, stretch opportunities, and performance feedback 🔹 Balances urgency with calm problem-solving, repeatedly resolving(Legend-level) customer & operational challenges
Leadership (Core Requirements)
Successful DSL Team Managers demonstrate:
- Experience in managing/praising customer-service-driven associates
- Coaching mastery—comfortable with hard conversations, looking both at team performance and individual development paths
- Empathy-first communication—deAntes actions align with problems, solutions are clear and transparent
- Cross-culture collaboration—leading engagement and growth in a multi-locational team
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
(Beyond basics? We love candidates who truly speak, read and write Spanish fluently.)
Operational Focus
Performance & Data-Driven Execution
- Result: Drive DSR ratios—leading a pod through weekly data hunts on missed deliveries, identifying patterns, and partnering with stations/DSPs for fixes
- Faster recovery < Better-moment scoring—showing us all visible opportunities to meet end customer promise within cutts
- Cultural ownership—ensuring your team engages with 360s on barriers, and continuously improves flow
Teamwork & Accountability
- Warming your team who excel & feeling visable—supporting associates to both exceed targets and recover frustrated customers
- Working laterally across ER strategy, automation teams to iterate processes for efficiency
Key Responsibilities
-
Management & Mentoring
- Lead, motivate, and develop ~20 part-time & full-time DSP associates, offering focused guidance on performance goals
- Coach individuals to internalize processes and stay professional during high-volumes/ challenging customer call patterns
-
Performance Ownership
- Own DSRpod data: root-cause drills, active collaboration with partners (stations, DSPs) to remediate issues
- Present actionable fixes at WBR performance reviews
Get help with your application
Your very own career expert that helps elevate your application to the next level.
-
Real-Time Problem-Solving
- Reduce symptoms of routing errors or staffing hurdles on the ground—first contact for any escalations
-
Team Engagement
- Track pulse and coach implementation of engagement drivers like hero recognition programs
- Run/generate continuous improvement initiatives
-
Cross-Function Collaboration
- Coordinate Champions’ training sessions, offer feedback to ER Operations Managers
About The DSL Team
Tomorrow’s games are AMDL Logistics’ frontline—ensuring never-smileু principles guide our customers’ delivery pivot—or why their purchases are set up as a gate. This same group also:
- Otherwise remediates deliveries to cultures waits (preventing)
- Provide world-class service and zero-to-first-resolution calls
Basic Qualifications
- Leadership experience coworkers
- 2+ years in people management, specifically coaching new hires into performance excellence
- Customer-facing problem-solving
- Proven experience dealing with coals, service complaints,
- Data fluency
- Extensive Excel use: pivots, dependencies within logistics data
(Proficiency required)
Preferred Qualifications
- Spanish bicultural skills (spoken & written)
Apple Order being equalpps of Amazon Programs. We’re believing in diverse backgrounds delivering winning solutions.
November 2024
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location