Senior Program Manager, Customer Experience
hace 1 mes
About the Role
We are seeking a Senior Program Manager to join our Customer Experience Program team with Customer Service at Amazon.com.mx. The ideal candidate will work relentlessly to identify opportunities to improve the customer experience and lead strategic and tactical actions to achieve that goal.
Key Responsibilities
- Act as the point of contact for CS and other teams, including Retail, Fulfillment Centers, Logistics, Technical Teams, Seller Support, Knowledge Management, Fraud, and Payments.
- Complete analysis of processes and procedures to improve the customer experience and key metrics.
- Identify and challenge negative effects on the customer experience prior to new launches.
- Manage customer-impacting issues in a troubleshooting mode.
- Provide analysis to management on customer experience impacting issues.
- Act as a networking bridge between CS and business teams.
Requirements
- Bachelor's Degree in Business Administration, Industrial Engineering, or relevant field or equivalent Amazon experience.
- Minimum 3 years of experience in a Customer Experience Program Management role.
- 1 year of Customer Service or Customer Experience management experience.
Preferred Qualifications
- Customer Experience Management experience.
- Customer Service Management experience.
- Project/program management experience and/or key contributor for a site/service launch.
- Previous experience with Six Sigma and/or Lean tools and methodologies.
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