Strategic Operations Program Director, Customer Experience Innovator
1 day ago
MyGwork is an inclusive employer and a member of the largest global platform for the LGBTQ+ business community.
Job Title: Strategic Operations Program Director, Customer Experience InnovatorAbout the RoleThis role involves collaborating with our international program management team and external software developer teams to launch and maintain AHS-AIT Customer Relation Management (CRM) tools. Your primary goal will be to enhance contact rates and establish configuration standards for routing contacts to operations. This position requires open and candid conversations with individuals to find anecdotes that breathe life into what data is showing.
About Amazon's GrowthAmazon's growth demands leaders who can move fast, have an entrepreneurial spirit, an unrelenting tenacity to get things done, and are capable of breaking down and solving complex problems. In this role, you will work strategically and analytically about business and technical challenges, communicate recommendations to senior leadership, and influence strategy and the roadmap of operational tools by playing an integral part as the voice of users.
About the TeamThe Account Health Support (AHS) team provides Selling Partners with empathetic support while addressing their account health concerns. We give sellers access to highly-trained specialists who equip them with relevant knowledge and personalized guidance to deliver expedited solutions tailored to their business needs. Specialists work with sellers upstream to identify, navigate, and resolve the root cause of pending issues to prevent downstream business disruptions.
Audits & Insights Team (AIT) strives to ensure that Amazon's Seller and Buyer policies are effectively implemented by the investigation and automation mechanisms within the Seller Trust organization. We achieve this by identifying defects, closing the loop, metrics reporting, insight generation, and recommendation.
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
- 5+ years of working cross-functionally with tech and non-tech teams experience
- 5+ years of managing stakeholders in cross-functional project experience
- 3+ years of driving process improvements experience
- Master's degree, or MBA in computer science, engineering, analytics, mathematics, statistics, IT, or equivalent
- Background/understanding of Customer Relations Management tools, data science, and experience in managing program plans for science and Machine Learning based tooling
We estimate the annual salary for this position to be around $140,000 - $170,000, depending on location and qualifications.
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