Senior Program Manager, Customer Experience

hace 2 meses


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

We are seeking a highly skilled Senior Program Manager to join our Customer Experience Program team at Servicios Comerciales Amazon Mexico S. de R.L. de C.V. The ideal candidate will work closely with cross-functional teams to identify opportunities to improve the customer experience and lead strategic and tactical actions to achieve this goal.

Key Responsibilities
  • Act as the primary point of contact for Customer Service and other teams, including Retail, Fulfillment Centers, Logistics, Technical Teams, Seller Support, Knowledge Management, Fraud, and Payments.
  • Lead analysis of processes and procedures to improve the customer experience and key metrics, such as CPU, Concessions Value/Net OPS, and PRR.
  • Identify and challenge negative effects on the customer experience prior to new launches.
  • Manage customer-impacting issues in a troubleshooting mode, including proactive engagement with mass communications and advising on proper actions to resolve issues.
  • Provide analysis to management on customer experience impacting issues.
  • Act as a networking bridge between Customer Service 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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