Are you interested in creating the future of e-com shipping? Do you want to be a part of team building the next $1bn initiative? Our team is changing the way we interact with customers around the globe and building a new, emerging business in shipping to solve some of the biggest logistical opportunities facing not just Amazon, but the entire industry.
Amazon Shipping is looking for a highly driven problem solver, and customer obsessed candidate who can partner with Commercial teams, Operations, Product Management, and Tech as we challenge the status quo and invent on behalf of our customers. As a CS content Program Manager, you will own and lead a dynamic, versatile, and complex space that links our customers, our business and our support partner teams together, holding a high bar with regard to customer obsession. We are seeking a leader with both strong execution and strategic ability to envision and execute the support and customer service content for our emerging business. The leader will strategically leverage customer feedback, drive continuous improvement through SOP changes and build a content customer support strategy to serve a variety of contact types to positive resolution.
Key job responsibilities
• Define and execute a customer support content strategy for the EU business that delights customers of all types and sizes, working closely with global peers to impact customer experience at broad scale
• Determine and implement effective SOPs quickly, both directly and through stakeholders (Commercial, Product Management, Tech, Operations) at all levels
• Identify and analyze data, including SOP adherence, associate feedback on SOPs, Andon requests and prioritize opportunities for improving customer experience.
• Plan and manage multiple parallel projects; create, maintain and disseminate SOPs for new product launched and bar raise the existing content.
• Be a visible and vocal role model across the wider business for Amazon’s customer-centric culture, championing the customer’s needs and using data and technology to anticipate and exceed them.- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience in program or project management
- Experience working cross functionally with non-tech teams- Experience leading process improvements
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