Experience Inc. Jobs

Description

As a Manager, Business Mobility Services, this role provides direct to employee support to ensure employees have the support they need when they need it. This role is a critical position on the front lines of the customer experience, consulting on and directing larger initiatives.

The Manager is entrusted with caring for fellow Amazonians and ensuring they never feel alone in their immigration experience. The ideal candidate is also someone who places a high value on earning trust with customers to maintain the highest standards of customer confidence.

The individual will collaborate with internal partner teams in the process of resolving customer issues in addition to advocating for the best interest of our customers. Furthermore, the role is expected to lead critical customer-impacting initiatives focused on reducing or eliminating the root causes of customer concerns.

Successful candidates will have a strong delivery and change management background, be detail oriented, have excellent problem-solving abilities, and be exemplary communicators both at the executive and project team level. You will be a people leader, have the ability to gain stakeholder buy-in, negotiate and drive teams. Your enterprise experience and operational excellence will influence the team’s decisions, provide insight, and help drive secure and robust solutions.

You should be passionate about delivering a great customer experience by deploying business mobility solutions and inspiring innovation. You will be obsessed with contributing to the day-to-day management of your customers.

The ideal candidate will have a history of leading high-performance customer service operations teams and possess strong analytical skills to critically evaluate information gathered from multiple sources, decompose high-level information into details, and build solutions to drive productivity and scale to solve business problems. The candidate must be a strong leader, and will draw upon solid analytical, critical thinking, and problem-solving skills to effectively drive business results and collaborate with local business teams. The individual must have experience in customer service operations, customer retention, and excel at building trust and driving urgency across the organization. You must work well cross-functionally and culturally and present to senior leadership to report on progress.

Key job responsibilities

• Be the voice of our customers on behalf of the Business Mobility Services team - use customer feedback, market insights, and internal data to guide your work and uncover hidden areas of opportunity. Identify, optimize, and scale improvements that can benefit a large set of customers.

• Create and execute strategies to achieve business goals. This includes identifying the correct input metrics to track progress against team goals and drive results on company-wide goals.

• Serve as escalation point for timely contact center issue resolution and risk mitigation plans.

• Deep-dive into qualitative and quantitative data to identify and prioritize opportunities for BMS to deliver business value.

• Proactively imagine and develop creative solutions that elevate customer service for listeners and contribute to BMS business goals.

• Design, execute, and scale BMS efforts in partnership with internal Amazon teams, cross-functional teams, and external partners.

• Lead continuous improvement and development of new metrics and measurement systems in partnership with cross-functional teams.

• Leverage metrics and data to develop, lead, and measure results to advance customer experience.

• Provide regular updates and readouts to senior leadership about current and future body of work.

Basic Qualifications

• 2+ years of team management experience

• 5+ years of human resources experience

• 2+ years of HR transactional processes experience

• Experience with Microsoft Office products and applications

• Fluent communication and writing skills in English

Preferred Qualifications

• Experience driving employee engagement

• Experience using PeopleSoft, Oracle, SAP, ADP or other HR management and Payroll systems as well as call center applications

• 5-7 years of high-volume business HR, mobility, travel or immigration experience with heavy emphasis on consultative services, process management, and/or continuous improvement