Amazon Tours Manager

About the Role

Amazon is seeking a dynamic and experienced Tour Manager to lead its Tour Leader program across multiple Fulfillment Centers. This pivotal role involves ensuring the delivery of exceptional, engaging tours that highlight Amazon's advancements, technology, and dedication to its workforce and the environment. The Tour Manager will remotely oversee a team of Tour Leaders situated in various locations, requiring frequent travel for on-site observations, assessments, and professional development initiatives. The ideal candidate possesses strong leadership capabilities, a commitment to outstanding customer experiences, and the ability to enhance performance across diverse sites.

Key Job Responsibilities

• Oversee and develop a team of Tour Leaders stationed at various Robotics Fulfillment Centers.
• Occasionally conduct high-quality Fulfillment Center tours for distinguished guests.
• Leverage tour delivery expertise to travel frequently to different sites for tour observations, audits, and direct coaching.
• Manage the recruitment, hiring, and onboarding of new Tour Leaders to ensure adequate staffing.
• Collaborate with product and marketing departments to ensure tours align with design specifications and achieve targets for capacity, visitor flow, and customer satisfaction.
• Develop and implement strategies for the ongoing enhancement of tour quality and Tour Leader effectiveness.
• Analyze tour feedback and performance data to pinpoint areas for improvement and execute corrective action plans.
• Ensure strict adherence to safety regulations and Amazon's policies for all tours.
• Design and deliver training programs to keep Tour Leaders informed about new technologies, company strategies, and best practices in tour presentation.
• Manage tour schedules and capacity across multiple locations to optimize resource allocation.
• Serve as a point of contact between the tour program and other Amazon departments to ensure operational efficiency and resolve issues.

A Day in the Life

The Tour Manager role offers a varied and engaging daily experience. Mornings typically involve connecting with the distributed team of Tour Leaders across different time zones, addressing immediate concerns or inquiries. Performance metrics and customer feedback are reviewed to identify emerging trends and opportunities for enhancement.

Throughout the day, virtual coaching sessions are conducted with individual Tour Leaders to discuss performance and provide guidance on improving tour delivery. Participation in meetings with product and marketing teams is also common, focusing on tour content updates, promotional strategies, and progress towards objectives.

During site visits to Fulfillment Centers, the day includes observing multiple tours, documenting observations, and providing immediate feedback to Tour Leaders. Meetings with local management are held to discuss the tour program's impact and any site-specific needs. Training sessions or workshops may also be conducted to address common areas needing improvement within the team.

About The Team

You will join a dedicated team of Tour Program leaders committed to showcasing Amazon's innovation and commitment to excellence. This team collaborates closely with various departments, including Operations, Human Resources, Public Relations, and Marketing, to effectively communicate Amazon's narrative and values through its tours.

We foster a collaborative environment that values creativity, data-informed decision-making, and continuous improvement. As a Tour Manager, you will significantly contribute to the professional growth of our Tour Leaders and the ongoing development of our tour program. This role provides an opportunity to influence strategic initiatives aimed at enhancing public understanding of Amazon's advanced fulfillment operations and its broader corporate mission.

This position presents an exciting chance to lead a team within a fast-paced, innovative setting while advancing your expertise in remote management, training and development, and cross-functional collaboration. Become part of our effort to elevate Amazon's tour experience and inspire both visitors and our Tour Leaders!

Basic Qualifications

• A minimum of 3 years of management experience.
• A Bachelor's degree in a relevant discipline or equivalent professional experience.
• Willingness to travel up to 25% of the time.
• Proficiency in English, both written and spoken.
• Over 5 years of recent professional experience in communications or public relations.

Preferred Qualifications

• Experience in operations management, particularly within fulfillment or distribution centers.
• Background in customer service management.
• Proven experience managing large, geographically dispersed teams, potentially across different languages.
• Demonstrated ability to build trust at all organizational levels and maintain a high degree of professionalism.
• Capacity to adapt quickly to evolving work environments and shifting priorities.
• Fluency in one or more additional languages.

Additional Information

Amazon is an equal opportunity employer and does not discriminate based on protected veteran status, disability, or any other legally protected characteristic.

For applicants in Los Angeles County, job duties include: working safely and cooperatively with colleagues, supervisors, and staff; maintaining high standards of performance under pressure; communicating effectively and respectfully to ensure exceptional customer service; and complying with all federal, state, and local laws and company policies. Criminal history may be relevant to certain job duties, including those listed above, as well as the ability to adhere to company policies, exercise sound judgment, manage stress effectively, work safely and respectfully, demonstrate trustworthiness and professionalism, and protect business operations and the company's reputation. In accordance with the Los Angeles County Fair Chance Ordinance, qualified applicants with arrest and conviction records will be considered for employment.

Our inclusive culture empowers Amazonians to achieve outstanding results for our customers. Individuals with disabilities requiring workplace accommodations or adjustments during the application, interview, or onboarding process should visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If your country/region is not listed, please contact your Recruiting Partner.

The salary range for this position is provided below. Your total Amazon compensation package will also include sign-on bonuses and restricted stock units (RSUs). The final compensation will be determined by factors such as experience, qualifications, and location. Amazon also provides comprehensive benefits, including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance with optional supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. More details on our benefits can be found at https://amazon.jobs/en/benefits.

The annual base salary range for this role in California (Eastvale, San Diego, Tracy) is $92,600.00 to $160,000.00 USD.