Sr. Program Manager, CX

DESCRIPTION

At Amazon.com.mx, we are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you would 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 Senior Program Manager to join our Customer Experience Program team with Customer Service. The ideal candidate will work relentlessly to identify each opportunity to improve the experience of Amazon customers, and lead the strategic and tactical actions to achieve that goal. We are looking for the right person with a mix of quantitative, consultative, and facilitative/leadership skills. The successful candidate will have a documented record of accomplishment 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, 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