Customer Experience Escalation Lead for Amazon's Registration and Compliance
2 weeks ago
We are looking for a seasoned professional to lead our escalations team in ADCI - Karnataka, driving process improvement, motivating exceptional teams, and ensuring world-class customer experiences. Estimated salary: 1200000 INR.
As a Customer Experience Escalation Lead, you will be part of the R&C Shared Services (SS) organization and own critical KPIs and escalation mechanisms that lead to data-driven insights to optimize customer experiences and reduce escalations.
The role involves successful leadership and development of a team of escalation specialists, conducting sensitive escalation investigations, leading narrative write-ups, contributing to establishing goals for the escalations program, tracking progress, and managing obstacles to achieve service levels and quality targets.
You will deliver high-quality escalation reports with actionable recommendations, draft and present deep-dive documents and reports on policy and process gaps to senior executives, analyze escalation trends, and provide strategic recommendations to proactively address defects.
This position requires excellent English written and verbal skills, coupled with the ability to comfortably and confidently present to all levels within the business. The ideal candidate should have experience with Incident/Event Management for critical services, people management experience, extensive relevant industry experience across operations, risk, fraud investigations, and compliance, project/program management experience, and Six Sigma or Lean certification.
The estimated salary range for this position is between 1,200,000 INR and 1,800,000 INR per annum, depending on qualifications and experience. We are open to hiring candidates to work out of Bangalore, KA, IND. Join us in shaping the future of customer experience and making history at ADCI - Karnataka.
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