Sr. Program Manager, CX

hace 4 semanas


Mexico City Servicios Comerciales Amazon Mexico S. de R.L. de C.V. A tiempo completo
At Amazon.com.mx, we are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you would like to help us build the place to find and buy anything online, this is your chance to make history. We are looking for a Senior Program Manager to join our Customer Experience Program team with Customer Service. The ideal candidate will work relentlessly to identify each opportunity to improve the experience of Amazon customers, and lead the strategic and tactical actions to achieve that goal. We are looking for the right person with a mix of quantitative, consultative, and facilitative/leadership skills. The successful candidate will have a documented record of accomplishment in driving change; and in significantly improving processes, and will know how to be effective in fast-paced environments.

Key Responsibilities:

- Act as the point of contact for CS and the following teams: Retail, Fulfillment Centers, Logistics, Technical Teams, Seller Support, Knowledge Management, Fraud, Payments.
- Act as the point of contact for CS for Mexico Customer Experience projects.
- Complete analysis of processes and procedures with a mind to continue improving the Customer Experience and key Metrics (CPU, Concessions Value/ Net OPS, PRR), with the final goal of identifying customer pain points and proactively drive improvements.
- Identify and challenge any negative effects on the Customer Experience prior to new launches.
- Manage customer-impacting issues as they come up in a troubleshooting mode, which includes, but not limited to: proactively engage with mass communications, work on any urgent and/or uprising tickets that may affect customer experience or primary KPIs and advise on proper actions and follow-up to take to resolve said issues.
- Provide analysis to management on customer experience impacting issues.
- Act as a networking bridge between the CS and business teams, as well as keeping them informed of changes in and outside CS that have impact on customer experience.

We are open to hiring candidates to work out of one of the following locations:

Mexico City, DIF, MEX

BASIC QUALIFICATIONS

- 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.

  • Mexico City Servicios Comerciales Amazon Mexico S. de R.L. de C.V. A tiempo completo

    At Amazon, we strive to be Earth’s most customer-centric company where people can find and discover anything they want to buy online. The Sales and Operations Planning (S&OP) team is looking for a leader in the space of Supply Chain, Capacity Planning and Forecasting. The primary role of the Sr Program Manager is to address business challenges and create...

  • Sr. Program Manager, S&OP

    hace 4 semanas


    Mexico City Servicios Comerciales Amazon Mexico S. de R.L. de C.V. A tiempo completo

    At Amazon, we strive to be Earth’s most customer-centric company where people can find and discover anything they want to buy online. The Sales and Operations Planning (S&OP) team is looking for a leader in the space of Supply Chain, Capacity Planning and Forecasting. The primary role of the Sr Program Manager is to address business challenges and create...


  • Mexico City Offices, Boards And Divisions A tiempo completo

    Assists the Program Manager with managing a police development project based in a foreign country, acting as an authoritative representative directing the delivery of training and technical assistance activities. Assists the Program Manager with reviewing, creating, and improving law enforcement policies and...


  • Mexico City Zendesk A tiempo completo

    Job DescriptionWe are looking for a dynamic, business-focused Principal Strategic Program Manager to join our growing Corporate Program Management Office (CPMO) leading transformation programs to deliver Zendesk’s company strategy.The Principal Strategic Program Manager partners with leaders and teams across the company to spearhead transformation...

  • Principal Program Manager

    hace 4 semanas


    Mexico City Zendesk A tiempo completo

    Job DescriptionWe are looking for a dynamic, business-focused Principal Strategic Program Manager to join our growing Corporate Program Management Office (CPMO) leading transformation programs to deliver Zendesk’s company strategy.The Principal Strategic Program Manager partners with leaders and teams across the company to spearhead transformation...


  • Mexico City Servicios Comerciales Amazon Mexico S. de R.L. de C.V. A tiempo completo

    Amazon Customer Excellence System (ACES) team in Ops MX is seeking an innovative, hands-on, analytical and results-oriented Senior Program Manager to lead top priority initiatives and innovate processes at scale for operations. In this role, you will work cross-functionally with members from various teams, including Operations, Amazon Fulfillment...


  • Mexico City Servicios Comerciales Amazon Mexico S. de R.L. de C.V. A tiempo completo

    Amazon Customer Excellence System (ACES) team in Ops MX is seeking an innovative, hands-on, analytical and results-oriented Senior Program Manager to lead top priority initiatives and innovate processes at scale for operations. In this role, you will work cross-functionally with members from various teams, including Operations, Amazon Fulfillment...

  • Program Manager

    hace 1 mes


    Mexico City Cognizant A tiempo completo

    Program Manager Job Description We are seeking a highly organized and detail-oriented Program Manager to join our team and play a pivotal role in the success of several key initiatives. You will partner with cross-functional teams to ensure program efficiency, track progress, and deliver impactful results. Responsibilities: ● Project Management: ○...


  • Mexico City Servicios Comerciales Amazon Mexico S. de R.L. de C.V. A tiempo completo

    Are you looking for a new challenge in a fast-paced, innovative company? Come make history in Amazon MX team! We are looking for a talented Senior Program Manager for Amazon to support on External Fulfillment programs expansion. Amazon strives to be Earth's most customer-centric company, where people can find and discover virtually anything they want to buy...

  • Program Manager

    hace 4 semanas


    Mexico City Cognizant A tiempo completo

    We’re hiring! At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing...

  • Program Manager

    hace 1 mes


    Mexico City Cognizant A tiempo completo

    We’re hiring! At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing...


  • Mexico City Servicios Comerciales Amazon Mexico S. de R.L. de C.V. A tiempo completo

    The Amazon Mexico team is looking for a talented, smart, and experienced Finance Compliance Program Manager (PM) to help us continue building an compliant Amazon store business. Joining the Mexico Store Finance team means partnering with a dynamic and creative group who set a high bar for controllership and compliance in a fast-paced and changing...

  • CX Manager

    hace 1 semana


    Mexico City Nubank A tiempo completo

    About the team You will have the opportunity to help reinforce Nubank's culture in Mexico, by setting the strategy and leading a team to execute on our mission of delighting and assisting our customers, helping the local team to continuously improve the customer journey and being part of the construction of an amazing local company that will bring a...

  • Sr. Engagement Manager

    hace 2 meses


    Mexico City Bishop Fox A tiempo completo

    Bishop Fox is the leading authority in offensive security, providing solutions ranging from continuous penetration testing, red teaming, and attack surface management to product, cloud, and application security assessments. We’ve worked with more than a quarter of the Fortune 100, half of the Fortune 10, eight of the top 10 global technology companies, and...

  • Sr. Engagement Manager

    hace 4 semanas


    Mexico City Bishop Fox A tiempo completo

    Bishop Fox is the leading authority in offensive security, providing solutions ranging from continuous penetration testing, red teaming, and attack surface management to product, cloud, and application security assessments. We’ve worked with more than a quarter of the Fortune 100, half of the Fortune 10, eight of the top 10 global technology companies, and...

  • CX Assurance Supervisor

    hace 4 semanas


    Mexico City OpenTable A tiempo completo

    With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve...

  • Principal Program Manager

    hace 4 semanas


    Mexico City Zendesk A tiempo completo

    By clicking “Apply Now,” I understand and agree that Zendesk and its affiliates will collect and process my information in accordance with Zendesk’s Candidate Privacy Notice.Job Description Who we're looking forWe are looking for a dynamic, business-focused Principal Program Manager to join our growing Corporate Program Management Office...


  • Mexico City Zendesk A tiempo completo

    By clicking “Apply Now,” I understand and agree that Zendesk and its affiliates will collect and process my information in accordance with Zendesk’s Candidate Privacy Notice.Job Description Who we're looking forWe are looking for a dynamic, business-focused Principal Program Manager to join our growing Corporate Program Management Office...


  • Mexico City Servicios Comerciales Amazon Mexico S. de R.L. de C.V. A tiempo completo

    Amazon Global Selling: The Marketplace or “Selling on Amazon” business exists in many countries and is a significant percentage of the total Amazon unit sales and growing. Each year, tens of thousands of businesses join the marketplace adding millions of new products. Our vision is to offer customers Earth’s largest selection. We are all striving to...


  • Mexico City Servicios Comerciales Amazon Mexico S. de R.L. de C.V. - D44 A tiempo completo

    At Amazon, we're working to be the most Customer-centric company on earth. One customer experience that we’re constantly looking to take to a new level is how we fulfill and deliver their orders. Our goal is to exceed the expectations of all our customers by ensuring that their orders, no matter how large or small are delivered where and when they need...