Customer Experience Manager

4 weeks ago

Hyderabad, India Amazon Full time
DESCRIPTION

At Amazon, we strive to be the most customer-centric company on earth. To do this, we look for the world's brightest minds, offering an environment in which they can advocate for customers and solve complex problems on their behalf, with ingenuity and simplicity. Amazon's Digital Device and Alexa Support (D2AS) organization is looking for a dynamic, organized self-starter Program Manager to drive projects that have direct impact on the operational results, financial results, and people programs.

The Customer Experience Manager, is a core member of Amazon's Worldwide Customer Service organization. The CXM is key member of the Leadership Team that will partner with the Senior and Regional Operation Leaders in the definition of Projects and Programs to drive Operational Excellence. Additionally, will work on the execution of action items together with Operations Managers and selected POCs of the organization and measure the impact of those actions on the organizational results. The Customer Experience team proactively engages with business stakeholders across the company to leverage the voice of the customer, drive continuous improvement, and launch new programs across some of the fastest growing markets in the world. A successful candidate will have experience managing complex business challenges and have the ability to influence and drive large cross-functional initiatives forward. They will have a strong bias towards data driven decision-making, and an innate ability to understand how metrics relate to business problems.

Because the person in this role will influence team members across multiple countries, they will also need to be highly collaborative and able to lead by influence. This position is subject to RTO.

Key job responsibilities
• Manage 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 and/or across organizations.
• Manage initiatives as part of the strategic roadmap of the D2AS Support Organization.
• Define areas of focus and opportunity supported by analysis. Develop solutions, identify owners, set delivery dates and set up mechanisms to ensure programs are on track.
• Proactively identify and resolve issues that may impair the team's ability to meet strategic, product, and technical goals.
• Actively build relationships across Amazon teams to deliver on your roadmap. Partner with the Operation and Support Function teams on a daily basis.
• Operate autonomously; drive programs end-to-end including business goals, technical solutions, to improve customer experience.
• Communicate clear and concise expectations and requirements with Program/Project stakeholders. Capacity to present well-reasoned and data-driven proposals in both verbal and written form.
• Partner with GME and D&S STLs to improve customer experience for each product line in the given marketplace and support launches and live events from an Operational readiness perspective.
• Create a culture across the organization, of listening to the Voice of the Customer (VOC) and enable mechanisms for percolating VOC across layers of the organization.
• Communicate ideas effectively, verbally and in writing, to a wide range of audiences including Directors and VPs. You foster a constructive dialogue, harmonize discordant views, and lead the resolution of contentious issues (build consensus). You partner successfully with customers, stakeholders, and support function teams.

About the team
The Device, Digital, & Alexa Support (D2AS) Technology team owns critical applications and backend services to enable our end customers and tech-support associates to solve issues with Amazon Devices like Kindle, Echo, and Fire TVs, to digital services like Prime Video, Music, and Alexa. Some of our key product features the team works on include on-device diagnostics, device screen-sharing for troubleshooting, conversational chat-bots for self-service help, and knowledge graph for easy discoverability of help content.
Our team puts a high value on work-life balance. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives. At work, our team is dedicated to supporting new members. We have a great mix of new and tenured members in the team, who go above and beyond in knowledge sharing and mentorship to make the new comers comfortable in the team.

Basic Qualifications:
• 3+ years of experience working with projects to implement changes/new product features or drive operational improvements
• Prior experience in managing technical support teams or technical operations
• Excellent analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions
• Excellent planning, organizational and time management skills
• Desire to work in a fast-paced, highly ambiguous innovative culture
• English proficiency in both written and oral communication
• Proven ability to influence at all levels and across all departments
• Written and oral communication skills across various functional areas, and within all levels in the organization (technical, business, executive)

Preferred Qualifications:
• Previous experience with Six Sigma and/or Lean tools and methodologies
• Proficiency in English as well as local marketplace language in both written and verbal communication

We are open to hiring candidates to work out of one of the following locations:

Hyderabad, TS, IND

BASIC QUALIFICATIONS

- 3+ years of program or project management experience

PREFERRED QUALIFICATIONS

- Bachelor's degree

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