Amazon Furusato, our innovative Hometown Tax marketplace (Furusato Nozei), seeks an experienced Program Manager to build and scale our Voice of Customer operations. This strategic role will optimize customer service operation while establishing robust VoC collection and analysis mechanisms to drive continuous improvement in customer experience.
The ideal candidate is a self-starter with expertise in the Amazon's customer service and relevant VoC tracking tools (e.g., heartbeat, sprinklr). You are expected to collect and provide insights on behalf of customers, which inform direction for marketing communication and CX product improvements.
This is an unique opportunity to lead the entire VoC strategy and mechanism for Amazon Furusato, and to partner with various teams from non-Tech to Tech with high visibility with leaders.
Key job responsibilities
Key job responsibilities
- Design and implement a robost customer service operation, partnering with customer service team, for Amazon Furusato. This includes; defining the scope and objectives of customer service, and metrics for measuring customer feedback and satisfaction.
- Develop and implement a comprehensive VoC tracking mechanism. Oversee the collection, consolidation, and analysis of customer feedback data from multiple sources. This includes; developing and implementing methodologies for data cleansing, segmentation, and analysis to derive actionable insights for business stakeholder teams.
- Collaborate with cross-functional teams such as product development, customer services, and marketing to interpret and prioritize customer insights, and develop strategies to enable stakeholder team address CX pain points and improve customer experiences.
Must-have requirements
- Experience developing and implementing methodologies for data cleansing, segmentation, and analysis to derive actionable insights for business stakeholder teams.
- Strong interpersonal communication skills in both verbal and writing, to partner with product, tech, marketing, and customer service.
- Experience in program management, defining the scope of tasks and goals, directing decisions right for Amazon Furusato in what priority order.
- English proficiency
- Experience utilizing any of SQL or other analytical tools to manipulate and analyze datasets for insights building- 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- 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
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