Job: Customer Experience Program Manager

Jobing Description

Job Description

The Customer Experience Program Manager role will be responsible for identifying, and removing customer pain points to help improve the overall Customer Experience (CX) in our Jewelry and Watches categories and ASIN s. Due to the unique item being sold, customer being supported, or service being offered, the support of our J&W associates needs to be tailored to meet our customer needs.

The Customer Experience Program Manager will have a complete understanding of the End to End (E2E) customer experience a customer goes through to acquire an item, or receive services on our site.

The Customer Experience Program Manager will help identify opportunities for Customer Service to further evolve to a world class Customer Support function for these specialty site by doing some of the following, collecting information, understanding, and defining our customer s expectations of support, benchmarking operational and technical best practices to recommend improvements to our support systems, and work relentlessly with the business partners to measure and identify opportunities overall improve the Jewelry and Watches Customer Experience.

Responsibilities will also include reporting operational metrics to leadership, and coordinating communication out to the Business Team for Jewelry and Watches. The leader will use operational and lean process improvement techniques to champion and drive continuous process improvement in the specialty support space. The JWSS will also liaison with their peers who are providing Customer Service Management support of the associates to insure they have the tools, training, information and processes to continue to build Earth s Most Customer Centric Company. This role will be a primary escalation, knowledge and training resource for the associates on the Jewelry and Watches team.

Responsibilities

The candidate will have a proven record of full cycle project management, from conception and design through implementation, measurement and continuous improvement, as well as strong communication skills.

Responsibilities will include:

Building, Delivering and keeping updated training plans and materials for associates

Escalation of customer calls on high $ or customer defects

Providing Voice of the Customer reports and analytics to the Jewelry and Watches Business team

Helping maintain ongoing operations, track delivery against program objectives and implement proposals to improve program services and efficiencies.

Identifying new opportunities - partnering with the business team and CS Operations worldwide to assess and prioritize program needs based on rapidly changing business requirements, develop business case for new initiatives and obtain project approvals.

Executing business wide initiatives - define project plans, assemble resources, manage implementation activities, and develop all processes associated with program rollout and ongoing support.

Benchmark Customer Help Programs, service offering and systems on the specialty sites help pages, channel offering, blurb usage, as well as benchmark against key competitors.

Basic Qualifications

* Bachelor s degree is a firm requirement
* 3+ years of relevant work experience in program management and/or operations management
* Demonstrated experience leading cross-functional programs/projects
* Experience interpreting data analytics

Preferred Qualifications

* Master s degree or MBA preferred
* Strong knowledge of Jewelry or Watch products
** For more information on career opportunities with Amazon Customer Service, please visit http://amazon.com/csjobs