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Description

This Senior Manager, Program Management, US Customer Experience will be the leader of the US Customer Experience (CX) Team working with Consumer Stores and Customer Service (CS) Operations teams in order to deliver a high-quality customer experience within a rapidly expanding geography. The role is highly collaborative requiring close alignment, upstream and downstream, on initiatives such as customer experience roadmaps, to include the identification, prioritization, and execution. This leader will work with business teams on business expansion plans, CX definition and improvement programs, Calls Per Unit (CPU) and concessions reduction priorities, and with CS operations teams on service delivery i.e. Positive Response Rate (PRR) and Service Level (SLs) helping to coordinate a customer service network of CS associates and supporting the customers buying on the Amazon website.

The position will also lead a team of customer experience program and project managers in order to continuously improve the customer experience. The ideal candidate will be working with Consumer Stores and CS Operations teams in order to deliver a high-quality customer experience within a rapidly expanding geography.

The role is highly collaborative requiring close alignments upstream and downstream on initiatives such as customer experience roadmaps, to include the identification, prioritization, and execution. The position will also lead a team of customer experience program and project managers in order to continuously improve the customer experience.

Key job responsibilities

Leadership:

• Be involved in customer experience initiatives for the CS network, being the go-to person for anything related to customer service delivery for customers

• Support the CS senior leadership for the network strategy execution and expansion

• Have visibility on the network’s operational, financial, and experience goals i.e. SL, PRR, CPU, Gross Concessions Per Unit (GKPU)

• Regularly report out to the senior leadership and key stakeholders in an effective and concise manner

• Gain the trust of all key stakeholders on the business and operations teams and provide guidance to meet customer experience and operational goals

• Proactively identify opportunities for innovation and invention, pilot the best ideas, and then implement broadly if proven to be advantageous

• Drive process improvements and keep pace with our explosive growth while motivating others to meet the challenges of an extremely deadline-driven environment

• Actively and effectively network with the other teams, including Retail, Transportation, and all the CS support functions

• Participate in business leadership meetings.

Network Management:

• Ensure superior customer experience in the entire network

• Participate in the expansion of the remote CS support

• Coordinate load balancing, both tactically and strategically (i.e., operational planning)

• Implement innovative processes to optimize the channel mix, implement skill-based routing, and improve the service structure to the benefit of the customers

• Ensure timely implementation of CS improvements that are launched in other Organizational Units (OUs) (e.g., Amazon.com)

• Ensure a consistent customer experience for all languages served in each OU.

People Management:

• Lead and manage a team of Amazon CX program managers

• Effectively partner and build productive working relationships with direct reports, operations, peers, senior leadership, stakeholders and other departments

• Play a critical role in building management depth by providing guidance and mentoring to all levels of leadership within their organizational units, as well as serving as an outstanding role model

• Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating managers; planning, assigning and directing work; rewarding and disciplining managers; and facilitating effective conflict resolution.

A day in the life

You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objects, and adhere to business plans towards shared objectives.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

Basic Qualifications

• Bachelor's degree

• 7+ years of team management experience

• Experience managing (directly or through a matrix relationship) a customer experience team and customer service network constituted by multiple sites, with a proven track record of customer satisfaction successes

• Experience in a senior leadership position requiring a high degree of comfort exercising high-judgment leadership decisions in fluid environments, a clear bias for action and a track record of delivering results

Preferred Qualifications

• Experience implementing repeatable processes and driving automation or standardization

• Quantitative analytical abilities, experience with “big data” preferred.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136,200/year in our lowest geographic market up to $225,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.