Reporting to the Technical Services Manager, the Technical Services Lead is responsible for managing the day to day workflow and performance of the Technical Services (TS) department, investigating escalated cases, identifying and reporting trends to improve the customer experience, leading and participating in projects, and managing the on-boarding and training of new TS associates. The Technical Services Lead will be proficient in our distribution offerings, manufacturing process, Indie Publishing platforms and online creation tools with a proven track record of insisting on the highest standards and a bias for action.
Primary Objectives
· Directs, trains and oversees the daily performance of the Technical Services team
· Manages daily workload to ensure work is completed within service level
· Continuously seeks ways to improve departmental efficiency and scalability
· Conducts quality control reviews of Technical Services performance
· Performs the work of the team as needed to accomplish work goals
· Serves as a resource for troubleshooting difficult/escalated cases and determining the correct course of action
· Provides performance coaching to the associates
· Collects, analyzes, and understands customer data to drive business improvements
· Leads and participates in projects to improve the Indie publishing process
· Other duties as assigned

· Bachelor’s degree
· Experience leading and coaching peers
· Experience with Microsoft Office (Word, Excel and Outlook)
· Available to work evenings and weekends as needed
· Authorized to work in the U.S. without sponsorship
· At least 18 years of age

· Demonstrated ability to work independently to complete projects within a given deadline
· Demonstrated ability to prioritize, organize, delegate, and multitask
· Excellent attention to detail and quality control
· Experience in creating SOPs and other process documentation
· Proven track record of creative problem solving
· Ability to function well in an ever-changing environment
· Have experience working under pressure in a high-volume processing environment and consistently exceed standards for productivity and quality
Amazon is an Equal Opportunity-Affirmative Action Employer – Minority/Female/Disability/Vet