Senior Program Manager, Customer Experience

hace 2 semanas


Ciudad de México, Ciudad de México Servicios Comerciales Amazon Mexico S. de R.L. de C.V. A tiempo completo

About the Role

Servicios Comerciales Amazon Mexico S. de R.L. de C.V. is seeking a highly skilled Senior Program Manager to join our Customer Experience Program team. As a key member of our team, you will be responsible for identifying opportunities to improve the customer experience and leading strategic and tactical actions to achieve this goal.

Key Responsibilities

  • Act as the point of contact for the Customer Experience team and other key stakeholders, including Retail, Fulfillment Centers, Logistics, Technical Teams, Seller Support, Knowledge Management, Fraud, and Payments.
  • Complete analysis of processes and procedures to identify areas for improvement and drive customer-centric solutions.
  • Manage customer-impacting issues, including troubleshooting and providing analysis to management on customer experience impacting issues.
  • Act as a networking bridge between the Customer Experience team and business teams, keeping them informed of changes that impact the customer experience.

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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