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Job Description
Job: Sr Customer Experience Program Manager
Data, Analytics & IT, Operations, Production & Supply Chain, Strategy role
Full Time Job
Posted on: June 03, 2019
Deadline: July 29, 2019
Locations: Mexico, Brazil, Colombia, Costa Rica
Job Description:
(primary responsibilities,
reporting structure,
career path...)
At Amazon.com, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you'd 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 Customer Experience Program Manager to join our Americas Emerging CS team in SJO. The ideal candidate will work relentlessly to identify each and every opportunity to improve the experience of Amazon customers, and lead the strategic and tactical actions to achieve that goal while driving CS readiness for our Retail business expansion. We are looking for the right person with a mix of quantitative, consultative, and influencing/leadership skills. The successful candidate will have a documented track record 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, Logistic, Technical Teams, Seller Support, Knowledge Management, Fraud, Payments
- Act as the point of contact for LATAM Retail expansion on Customer Experience readiness
- To complete analysis of processes and procedures with a mind to improving the Customer Experience and key Metrics (CPU, concessions, VCPC, QA, etc), including participation in the LSC Meetings
- Identify 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
- Provide analyses to management on customer experience impacting issues
- Keep management informed of changes in and outside CS that have impact on customer experience and business profitability
Qualifications
Preferred/Required:
Job qualifications and experience, academic degrees, personal traits...
Basic qualifications

- Master’s Degree in Computer Science or equivalent education/work experience or equivalent Amazon experience.
- Minimum of 3 years’ experience in Customer Experience with 2+ years in liaison/program management roles.
- Experience of Amazon's customer service processes and proven record of accomplishment of Customer Obsession.
- Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
- Ability to deep dive/analyze customer related data and draw conclusions leading to improvement initiative recommendations.
- Excellent planning, organizational and time management skills.
- Excellent written and oral communication skills in Spanish and English, across various cultural backgrounds and functional areas, and within all levels in the organization (technical, business, executive).
- Proven ability to influence change at all levels and across all departments as appropriate.
- Strong record of accomplishment of cross-organizational relationship building.
- Superior judgment, diplomacy and tact.
- Willingness to speak up even in the midst of adversity.
- Bias for action, takes responsibility/ownership and delivers.

Preferred qualifications

- 2+ years of team management experience managing a group of 20+.
- Project/program management experience and/or key contributor for a site/service launch.
- Previous experience with Six Sigma and/or Lean tools and methodologies.
- Graduate level degree
Contact
Name: Adriana Esquivel
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