Senior Program Manager – Customer Experience, IN Customer Service

DESCRIPTION

At Amazon, we’re working to be the earth’s most customer-centric company. To get there, we need exceptionally talented, bright, and driven people.

Amazon Store Customer Service (ASCS) team is looking for an enthusiastic, customer obsessed Program Manager to manage defect elimination and customer experience programs across IN. You will be working on implementing and improving metrics, work in collaboration with Amazon’s technology, product, business and operations teams to create solutions for our internal (CS associates) and external customers. To be successful in this role, you need to have a passion for making data driven decisions which will have direct impact on the customer experience. Our environment is deadline driven, fast paced and requires you to be detail-oriented and comfortable interacting or working with multiple teams (business and technical). This role is based in Bangalore and will require working with product teams, support teams, program teams, senior leaders and regional operations teams across multiple Amazon organizations.

The ideal candidate should have excellent analytical skills, be able to work in a cross functional, fast-paced environment, employ adept program management, and inspire positive change through excellent written and verbal communication skills. This role will work with internal operations and program owners to empower a better support experience for our Customers and CS associates. The ideal candidate will strike a balance between entrepreneurial spirit and practical implementation, be capable of breaking down complex, ambiguous problems, and embody excellent communication with a keen sense and urgency and time management. This role requires attention to detail, comfort in ambiguous situations, an ability to influence without authority, and a strong ability to communicate effectively and understand the different needs of customers as well as CS associates. The role also requires the ability to dive deep to truly understand your users and devise short- to long-term plans that enable continuous, measurable improvements on customers/CSA experience. The candidate is not just a policy maker/spokesperson but drives to get things done and does not shy away from getting their hands dirty.

This role will also have people reporting to the individual managing diverse programs across egregious selection, customer preference concessions and CS driven concessions.

Key job responsibilities

• Define the roadmap and CX for Defect Elimination program strategy across IN ASCS. Also define success criteria for programs and audits processes and create/ drive right metrics to track and influence program health.
• Develop insights and present well-reasoned, data-driven proposals to cross-functional stakeholders on opportunities to improve CSA Support and Customer Experience.
• Develop and then drive a periodic business and program progress reporting, and manage engagement with the key stakeholders.
• Manage large scale improvement initiatives, dependencies and bottlenecks, provide escalation management, anticipate and make trade-offs, balance the business vs. customer needs.
• Be successful in a delivery focused environment and determining the right processes to make the team successful.

BASIC QUALIFICATIONS

• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

PREFERRED QUALIFICATIONS

• 2+ years of driving process improvements experience
• Master’s degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
• Experience defining and executing program requirements

Read Full Description