Sr. Program Manager, Customer Service, Voice of Customer

DESCRIPTION

To meet the growing needs for Worldwide Defect Elimination (WWDE), we are seeking a dynamic, organized, and experienced Sr. Program Manager to manage our Voice of Customer Mechanism.

You collaborate with business and technical teams to deliver world-class solutions that are highly scalable, secure, and flexible while maintaining a strong customer focus. You will work with stakeholders and multiple business teams to identify, define, and specify solutions meeting customers’ needs. You will be the face and voice of WWDE to all external stakeholders so that they are aware of successes, risks and project status. You will tailor your communications to specific audiences and communicate clearly and concisely to both business and technical audiences.

As a Voice of Customer (VoC) Sr. Program Manager overseeing the VoC mechanism design, implementation, and optimization globally, your key responsibilities would typically include the following:

• Strategy Development: Develop and implement a comprehensive VoC strategy aligned with the organization’s overall customer experience goals and objectives. This involves defining the scope, objectives, and metrics for measuring customer feedback and satisfaction.
• Program Design: Design and implement a robust VoC program that incorporates various VoC data. Ensure that the program captures feedback across the entire customer journey.
• Data Collection and Analysis: Oversee the collection, consolidation, and analysis of customer feedback data from multiple sources. Develop and implement methodologies for data cleansing, segmentation, and analysis to derive actionable insights for business stakeholder teams.
• Insight Generation: Collaborate with cross-functional teams to interpret and prioritize customer insights, and develop strategies to enable stakeholder team address CX pain points and improve customer experiences.
• Global Rollout and Optimization: Lead the global rollout and continuous optimization of the VoC program across different regions, markets, and business units. Ensure consistency in strategy, quality, and methodologies while accounting for business and regional nuances.
• Stakeholder Engagement: Collaborate with cross-functional teams, such as marketing, product development, customer service, and operations, to communicate customer insights and drive customer-centric decision-making.
• Continuous Improvement: Continuously evaluate and refine the VoC program based on customer feedback, industry best practices, and evolving business needs. Identify and implement process improvements to enhance the effectiveness and efficiency of the program.

Our expectations from the candidate:

• You handle complex initiatives, delivering critical solutions, significant improvements, new mechanisms, or deprecating processes that are no longer needed. These efforts require you to work with multiple teams in or across organizations.
• You communicate ideas effectively, verbally and in writing, to a wide range of audiences including Directors and VPs. You encourage a constructive dialogue, harmonize discordant views, and coordinate the resolution of contentious issues (build consensus). You partner effectively with customers, stakeholders, and engineering teams.
• Your program management practices set a great example to others. You routinely and efficiently deliver the right things. You define clear goals and tasks. You direct crisp decisions in your program area about what projects move forward and in what priority order. You effectively identify risks and bring them to the attention of your team and stakeholders with plans for mitigation before they become roadblocks.
• You are a simplifier. You judiciously add, refine, and remove procedures. By applying project management best practices, you increase the productivity and effectiveness of the teams you work with.
• You actively participate in the hiring process as well as mentor others – improving their skills and ability to get things done.

A day in the life

If you are not sure that every qualification on the list above describes you exactly, we’d still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

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
• Bachelor’s degree

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

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

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