![Servicios Comerciales Amazon Mexico S. de R.L. de C.V.](https://media.trabajo.org/img/noimg.jpg)
Sr. Program Manager, CX
hace 4 semanas
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.
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