Sr. Program Manager, Customer Service Customer Advocacy
Full Time
Tennessee
Posted
Job description
- 5+ years of experience in program or project management
- Experience using data and metrics to drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
5+ years of experience leading large complex programs- 5+ years of experience working cross-functionally with product management and product development teams
Job summary
We hire the world’s brightest minds, offering an environment in which they can relentlessly detect, design, and drive solutions to improve the Amazon customer experience. We do this every day by solving complex business and technical problems with ingenuity and simplicity.
The Customer Service Customer Advocacy (CSCA) Program Manager is a core member of the America's Customer Service (CS) program team. We leverage the unique perspective into the customer experience as seen and heard directly from customers through their interactions with Amazon Customer Service.
The CSCA team has a 360-degree approach to continuously advocating for and driving improvements on behalf of our customers; 1) Eliminate – detect, solution, and resolve customer-impacting issues upstream by providing relevant and timely insights into the product development cycle as seen by downstream events, 2) Automate – assess and identify opportunities to provide automated, self-service solutions for our customers when and where needed, and 3) Optimize – when a customer does contact CS for support, optimize the experience by ensuring CS associates have the tools, resources, policies and protocol to exceed the customer’s expectations.
The core responsibilities of the CSCA team, includes:
The Senior Program Manager will be part of the US Category & Business Priority team, focusing on identifying and reducing concession-driving defects.
Specific responsibilities for the Senior Program Manager, include:
Critical skills to be successful are:
Key job responsibilities
We hire the world’s brightest minds, offering an environment in which they can relentlessly detect, design, and drive solutions to improve the Amazon customer experience. We do this every day by solving complex business and technical problems with ingenuity and simplicity.
The Customer Service Customer Advocacy (CSCA) Program Manager is a core member of the America's Customer Service (CS) program team. We leverage the unique perspective into the customer experience as seen and heard directly from customers through their interactions with Amazon Customer Service.
The CSCA team has a 360-degree approach to continuously advocating for and driving improvements on behalf of our customers; 1) Eliminate – detect, solution, and resolve customer-impacting issues upstream by providing relevant and timely insights into the product development cycle as seen by downstream events, 2) Automate – assess and identify opportunities to provide automated, self-service solutions for our customers when and where needed, and 3) Optimize – when a customer does contact CS for support, optimize the experience by ensuring CS associates have the tools, resources, policies and protocol to exceed the customer’s expectations.
The core responsibilities of the CSCA team, includes:
- Advocate on behalf of Customers in all engagements with Customer Service and Amazon business teams.
- Drive people, process, and technology initiatives to optimize the Customer experience end-to-end.
- Deliver product/program quality improvements based on Customer feedback and core Customer Service performance measurements.
The Senior Program Manager will be part of the US Category & Business Priority team, focusing on identifying and reducing concession-driving defects.
Specific responsibilities for the Senior Program Manager, include:
- Owning a workstream of the US Category ("Retail") program to deliver Customer Service improvements for customers
- Developing US Category Voice of Customer mechanisms to surface key customer insights to the business and drive corrective actions
- Engaging with the Amazon US Category business teams to routinely share customer and CS insights to influence and drive continuous CX improvements
- Identifying customer experience improvements through data deep dives and driving projects from ideation to implementation.
- Building and maintaining US Category CS program roadmap along with tracking of progress towards the goals agreed with the business stakeholders
- Leading strategic planning and business reviews with stakeholders to share roadmap, progress to goal and ongoing topics/areas of support.
Critical skills to be successful are:
- Leader: Experience leading teams, whether directly or indirectly, to collaboratively deliver valuable results.
- Influencer: Innovative leader with the ability to identify opportunities and influence organizations to gain support and overcome resistance with data and persuasion.
- Driver: Ability to successfully deliver end-to-end projects, working through obstacles across multiple teams and organizations.
- Problem Solver: Ability to utilize strong problem-solving skills to work through complex challenges.
- Communicator: Ability to communicate clear and concise expectations and requirements with business and technology teams. Capacity to present well-reasoned and data-driven proposals in both verbal and written form.
Key job responsibilities
- Customer Obsessed
- Deepdiving into business processes
- Continuously ask "why"
- Sell an opportunity to a business team
- Quantify the entitlement of an issue
- Ruthlessly prioritize defects and opportunities
- Strong written and verbal communication skills
• Master's Degree • 3+ years of experience working directly or indirectly with operational support management • 3+ years in process mapping and optimization modeling The pay range for this position in Colorado is $115,600 - $160,000 per year; however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the Colorado Equal Pay Act. Base pay information is based on market location. Applicants should apply via Amazon's internal or external careers site. The base pay range for this position in New York City is USD $127,200 - $185,000 (yr). Pay is based on market location and may vary depending on job-related knowledge, skills, and experience. A sign-on payment and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, or other benefits, dependent on the position offered. Applicants should apply via Amazon's internal or external careers site. The pay range for this position in Jersey City is $127,200 - $185,000 (yr); however, base pay offered may vary depending on job-related knowledge, skills, and experience. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. This information is provided per the Pay Transparency Regulation of Jersey City Municipal Code. Base pay information is based on market location. Applicants should apply via Amazon's internal or external careers site. 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.
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