Amazon
CS Team Manager (Spanish), Delivery Station Liaison
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CS Team Manager (Spanish), Delivery Station Liaison
Customer Service Team Manager – Delivery Station Liaison (DSL)
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 – we have the role for you!
Amazon is looking for a Customer Service Team Manager within our Delivery Station Liaison (DSL) team, responsible for approximately 20 associates supporting our last-mile delivery network across Spain (AMZL). You will act as the critical bridge between Customer Service and Delivery Station operations, ensuring real-time resolution of customer delivery escalations and driving the Same-Day Delivery Success Rate (DSR) performance.
The number one priority is ensuring your associates are supported to deliver a world-class customer experience. As a DSL Team Manager, you’ll set the vision and culture by:
- Creating individual and team performance goals
- Maintaining focus on improving customer satisfaction through delivery recovery
- Identifying systemic delivery issues to implement dynamic solutions
- Building an inclusive work environment where associates are engaged by coaching, motivating, and developing them to feel supported in their role.
Responsibilities
Leadership & Team Development
- Successfully lead and develop a team of 20+ DSL associates handling both reactive and proactive customer delivery contacts.
- Foster a supportive, engaging culture by providing effective one-on-one coaching, setting individual development plans, and facilitating positive team dynamics.
- Encourage open communication where associates feel empowered to identify barriers and propose solutions.
Operational Delivery Success
- Own and drive the DSR performance for your designated team pods, including trend analysis to identify causes and lead corrective actions.
- Coordinate real-time with Hub Delivery Partners, Delivery Service Partners (DSPs), and station operations to resolve urgent customer escalations.
- Conduct weekly deep dives on station performance, presenting data-driven insights at WBR (Weekly Business Review) and alignment meetings.
- Collaborate cross-functionally with ER, Operations Managers, and EMEA DSL leadership to implement process improvements and team engagement initiatives.
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Qualifications & Requirements
Basic Qualifications
- Experience in a people management or leadership role, including coaching and developing others.
- Leadership experience in Customer Service or customer-facing roles.
- Proficiency with Microsoft Office suite, particularly Excel (e.g., data analysis, pivot tables, and repetitive reporting).
- Ability to work flexible shifts, including night shifts and weekends.
Preferred Qualifications
- Fluency in Spanish (speaking, writing, reading).
Key Strengths Expected
Within your team (and broader role), you will demonstrate strong strengths in:
-
Leadership:
- Effectiveness and previous experience developing a team of customer service associates.
- Understanding of effective coaching techniques, including creating and executing individual development plans.
- Exceptional listening and communication skills—敏感 and proactive in difficult conversations to empower associates.
- Ability to facilitate engaging team talks and communicate business objectives into clear, actionable goals.
- Cultivates a positive work culture—being approachable, transparent, and committed to improving team happiness.
-
Operational Delivery:
- Strong time management and prioritization skills to juggle competing priorities.
- A high-quality production mindset—delivering performance above par consistently.
- Data-driven, comfortable with interpreting metrics and leveraging reporting tools to drive actionable solutions.
- Leadership with influence—engaging a wide range of stakeholders (internal and external) without hierarchical authority.
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About the Team
The Delivery Station Liaison (DSL) team are embedded within Amazon Logistics (AMZL) sites, bridging between operations and customers. Your team’s mission is twofold:
- Enumerate reattempts for same-day delivery that otherwise risk being permanent misses.
- Engage proactively to eliminate barriers in advance so customers experience flawless delivery service.
Working closely with Outbound Customer Service, you deliver first-class customer service—directly calling customers to resolve concerns (and rebuild trust).
Amazon’s Commitments
As part of Amazon, this role will offer a culturally compelling environment aligned with our mission. Here’s what we champion:
- Diversity and Inclusion: We make recruitment decisions on experience and potential. Our global culture thrives by drawing on diverse experiences.
- Workplace Flexibility & Care: If a disability or adjusted accommodation would improve your working experience, we encourage you to request support through Amazon’s Accommodation Portal.
For further insights:
Check our Privacy Notice for how we handle candidate data, and here’s a reminder of our: equal opportunity principles. Kickstart your legacy—set your team up for success and go all in!
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