Dawid Gbiorczyk

In my role, I am responsible for leading a team focused on identifying, building, and tracking strategic initiatives that improve the Selling Partner experience and will measure the results by monitoring quality metrics and contacts. My team is striving to create customer-centric solutions to support our selling partners.

In my role, I work across the Employee Services organization to define self-service and contact strategy channel for Amazon employees. I am leading a team of program managers to deliver on Self-service Employee Experience vision. In this role, my team is collaborating across the entire Employee Service organization to ensure all business stakeholders’ needs are aligned with self-service programs. My team is striving to expand understanding of the metrics behind self-service adoption, feature utilization, employee experience, and employee contacts by segment.

Leading the Amazon Digital and Devices Global Content Experience team supporting Amazon Echo, Fire TV, Kindle devices and Amazon streaming services – Amazon Video, Amazon Music and Amazon Drive. The Content Experience team leverages multiple functional teams to provide engaging content experiences that solve issues with minimal effort, and help customers make deeper, more meaningful connections with Amazon's digital and device products and services. Content Development, Multimedia Design & Interactive, Localization Optimization, Content Readiness and Content Optimization are the key teams supporting the content life-cycle for the major Amazon devices and services supporting millions of customers every day.

Leading the Knowledge Management team for EU, Japan and China. Main responsibilities include driving and implementing the global strategy to support customer facing content for all ranges of Kindle devices, Fire TV and digital services including Amazon Videos, Amazon music, Cloud Drive. The team has highly specialized functions: Localization/Translation function to support the growing business needs and scalability, Business Intelligence and internal training program for the Global Digital and Device Knowledge Management team. Other responsibilities include: • Ownership of strategic roadmap to meet KM business goals and support to expansion projects • Localization/Translation stream including technical support and Machine Translation implementation • Business Intelligence stream • Leading and mentoring Knowledge Management leadership team • Program management of initiatives within the organization and cross functional project participation • Develop and sustain strong relationships with business partners • Leading 45+ cross-functional, multi-disciplined team across EU region, Japan and China

The European Digital and Device Knowledge Management leader is responsible for driving the strategy and vision for the Digital and Device customer support content. I am leading the Localisation/Translation stream to support the growing business needs and scalability for the Global Digital and Device Knowledge Management team. In addition, I am leading Help content and Instructional Design teams responsible for UK, Germany, France, Italy, Spain, Netherlands, India and Australia. I am responsible for development and execution of strategic new initiatives to ensure the Digital/Kindle support content is accessible and highly useable. Responsibilities include: • Ownership of strategic roadmap to meet KM business goals • Localization/Translation stream including technical support and Machine Translation implementation • Leading and mentoring Knowledge Management leadership team to sustain a very high bar for clear, concise and user-focused content • Support and define approach to content localization/translation introducing new technologies to support the growth and expansion • Program management of initiatives within the organization and cross functional project participation • Providing strategic direction to develop metrics that assess the effectiveness of content and improve contact reduction • Identifying and implementing innovative strategies for content reuse across the organization • Develop and sustain strong relationships with business partners • Leading 40+ cross-functional, multi-disciplined team across EU and other RoW regions

The Kindle and Digital Operations Program Manager is responsible for operational launch readiness in order to support growth and expansion. The responsibilities include operational setup, recruitment and cost analysis, support model development and mentorship. In my role, I supported device and digital expansion to Germany, France, Italy, Spain, Canada, Brazil, China and Japan. Responsibilities include: • Owning relationship with business partner and internal stakeholders to gather relevant information for Digital and Device initiatives and launches • Developing a working project plan for each new launch to deliver successful projects • Developing and evaluating cost effective Customer Service support models • Driving high compliance to Kindle/Digital operational processes and policies • Communicating and maintaining Kindle Customer Service vision, direction and culture

The Interim UK Operations Manager is responsible for the overall direction, coordination, quality and productivity of Amazon contact center operations. In my position, I was responsible for establishing the first UK Kindle customer service team to support launch of Kindle devices. During my leadership, the team experienced dramatic growth from 30 team members to 225+ employees. Responsibilities include: • Managing Team Managers team providing leadership to achieve business goals • Driving metrics to meet quality and productivity goals ensuring cost effectiveness • Ensuring high compliance to operational processes and policies • Monitoring Service Levels and taking the relevant corrective actions as required • Representing the Voice of the Customer by appropriately escalating feedback to the relevant CS functions or other internal customers for resolution • Working across the EU in a cross-functional environment • Management of approximately 160-225 Associates and 4-5 Team Managers

Customer Service Manager requires the ability to analyze systematic issues and implement solutions to challenging problems. In my role as a CS Manager, I was responsible for setting the direction and culture of the teams by driving process improvement, motivating the team and providing customer-obsessed customer service. Responsibilities include: • Defining and managing metrics for the team • Leading Associates and Team Leads to the achievement of their performance goals • Setting up, communicating and delivery of quality and productivity goals specific to the team • Representing the Voice of the Customer by appropriately escalating feedback to the relevant CS functions or other internal customers for resolution • Ensuring that all escalated customer enquiries are handled within relevant SLA • Managing approximately 20-60 Associates and 2-5 Team Leads

• Support the achievement of market revenue targets • Communicate and assist the implementation of business strategy • Continually coach and support agents to develop and foster excellent sales & customer care skills • Active liaison with Team Leader in performance managing agents on-the-job-performance • Work closely with Learning & Development Representatives to support on-going development of team members • Responsibility for 5 Sales Team Leaders and 50 sales agents and also Travel Administration Team

• Responsible for travel revenue for EU markets • Responsible for analysis of sales data and performance trends to maximize sales performance • Driving sales improvement programs and sales initiatives with marketing teams • Assists with the budgeting process by reviewing available contacts, conversion rates, along with call metrics like AHT, to ensure staffing plans have required resources. • Reviews, monitors and directs team performance and provides necessary coaching to ensure all sales, customer service, call handling and financial objectives are met. • Responsibility for 3 Sales Team Leaders/ 30 sales agents and Travel Administration Team of 14 agents

• Managing all people management activities for their team including recruitment of new staff, learning & development, coaching, performance management, employee relations etc. • Participate in a number of cross-functional projects as representatives of the Sales Operations • Support the achievement of market revenue targets ensuring team members (outbound/inbound) are contributing and achieving daily operational sales & service targets • Communicate and assist the implementation of business strategy at an operational level down to sales agent level • Participate in the Annual Summary of Performance Discussions with team members. • Work closely with Learning & Development Representatives to support the up- skilling and on-going development of team members • Develop and foster strong working relationships with local travel managers, marketing department, and external companies • Responsibility for 6 Sales Team Leaders and 75 sales agents

• Support the achievement of outbound revenue targets • Actively manage agents’ on-the-job-performance, absenteeism, time management etc and offer constructive feedback together with agreed action plans where required. • Participate in the Annual Summary of Performance Discussions with team members. • Ensure customers’ documentation is dispatch in a timely manner