![]() "Our question is, will he pull back or keep it going, because the teams are handling the heaviest amounts of volume they've ever handled." 'I learn'Īn Amazon representative didn't respond to a request for comment. "We think Jassy's using it to learn the retail business," this person said. But Jassy's frequency and depth of such inquiries far outpace other executives', according to a person familiar with the matter, who asked not to be identified discussing internal deliberations. Others, like the company's worldwide-consumer CEO, Dave Clark, also actively investigate customer emails. Bezos famously forwarded simple question-mark emails to his team when he saw unusual charges. It's not unusual for Amazon executives to dig into customer complaints to get a pulse on how the customer experience is going. "This can be good, but only if he provides support and autonomy as well." "Jassy is famous for pushing for results," Johnson said. But if he starts to interfere in operational decisions too, it could quickly go the other way. If Jassy is giving enough freedom for employees to make their own decisions, Amazon will continue to thrive. Michael Johnson, a management professor at the University of Washington, said there's a difficult balance to strike between pushing for results and micromanaging. For Jassy, who spent the prior 15 years leading AWS, these customer emails also give a uniquely exhaustive view into Amazon's retail business, helping him adjust to a larger role managing other parts of the company he's less familiar with. The documents reveal the new CEO applying his penchant for micromanaging to a bevy of customer complaints, instructing his team to review and resolve problems swiftly - much more often than Bezos did. Such leadership transitions are risky, especially for founder-led technology companies. Jeff Bezos, Amazon's visionary and mercurial founder, built the company from scratch into a dominant e-commerce and cloud-computing platform with over 1.6 million employees. The email chain, and a trove of similar internal communications reviewed by Insider, provide new insights into one of the most important management handoffs in the history of modern American business. "Could you pls email when resolved (hopefully today)? Thx!" "Can we help him asap?" Jassy wrote, stressing the email came from the head of technology at Visa, a strategic partner to the Amazon Web Services cloud unit. ![]() Jassy swiftly forwarded Taneja's email to his "escalations" team, a group of employees who review and resolve customer complaints, and asked for a quick response explaining the root cause of the problem. This story is available exclusively to InsiderĪnd start reading now. Account icon An icon in the shape of a person's head and shoulders.
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