Principal Program Manager, Customer Service Global Concessions Decision Quality
At Amazon, we're working to be the most customer-centric company on earth.
Customer Service is at the heart of what we do.
Are you interested in shaping the future of Amazon Customer Service globally and driving strategic initiatives that shape the future of support for our employees and customers? The Global Concessions & Quality Team within the larger Amazon Stores - Customer Service (ASCS) organization is looking for a Principal Program Manager, Concessions Support and Decision Quality, to improve the accuracy and consistency of our customer's concessions experience.
The role is centered on improving Amazon's customer experience by driving initiatives and programs focused on not just improving key metrics that help reduce concessions cost for Amazon, but also ensure we continue to deliver a great customer experience.
As the Principal Program Manager, Concessions Support and Decision Quality, you will be responsible for developing strategies and defining mechanisms to improve Concession's decision accuracy, include streamlining policies, developing measures to assess the customer experience, and driving operational performance in partnership with global Customer Experience teams.
The role requires an experienced program leader that can work cross functionally, and influence without authority to consistently deliver results.
You will routinely partner with product and operations stakeholders globally, to improve quality of support and enable the frontline to exceed customer expectations.
The ideal candidate will bring a passion for development and management of customer impacting programs and possess strong business management skills - including creating business strategy and reporting program metrics and insights to senior leaders.
The successful candidate will use their strong customer-focused perspective to establish a clear and easy to understand vision and process, while regularly diving into the details to solve highly analytical problems.
This leader will have a strong customer-focused perspective to deliver world class experiences for our customers, while holding a high bar on performance.
Key job responsibilities- Develop a strategy and roadmap to improve support quality and Associate policy adherence.
- Review and standardize concessions policies globally, while ensuring local/legal requirements are addressed.
- Develop insights and present well-reasoned, data-driven proposals to cross-functional stakeholders on opportunities to improve Concessions Support and Decision Quality.
- Support development of strategies and programs, and influence prioritization of program needs within a matrixed organization.
- Lead periodic business and program progress reporting and manage engagement with the key stakeholders.
A day in the lifeIf 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 Coverage2.
Maternity and Parental Leave Options3.
Paid Time Off (PTO)4.
401(k) PlanWe are open to hiring candidates to work out of one of the following locations:
Seattle, WA, USA.
Estimated Salary: $20 to $28 per hour based on qualifications.
Customer Service is at the heart of what we do.
Are you interested in shaping the future of Amazon Customer Service globally and driving strategic initiatives that shape the future of support for our employees and customers? The Global Concessions & Quality Team within the larger Amazon Stores - Customer Service (ASCS) organization is looking for a Principal Program Manager, Concessions Support and Decision Quality, to improve the accuracy and consistency of our customer's concessions experience.
The role is centered on improving Amazon's customer experience by driving initiatives and programs focused on not just improving key metrics that help reduce concessions cost for Amazon, but also ensure we continue to deliver a great customer experience.
As the Principal Program Manager, Concessions Support and Decision Quality, you will be responsible for developing strategies and defining mechanisms to improve Concession's decision accuracy, include streamlining policies, developing measures to assess the customer experience, and driving operational performance in partnership with global Customer Experience teams.
The role requires an experienced program leader that can work cross functionally, and influence without authority to consistently deliver results.
You will routinely partner with product and operations stakeholders globally, to improve quality of support and enable the frontline to exceed customer expectations.
The ideal candidate will bring a passion for development and management of customer impacting programs and possess strong business management skills - including creating business strategy and reporting program metrics and insights to senior leaders.
The successful candidate will use their strong customer-focused perspective to establish a clear and easy to understand vision and process, while regularly diving into the details to solve highly analytical problems.
This leader will have a strong customer-focused perspective to deliver world class experiences for our customers, while holding a high bar on performance.
Key job responsibilities- Develop a strategy and roadmap to improve support quality and Associate policy adherence.
- Review and standardize concessions policies globally, while ensuring local/legal requirements are addressed.
- Develop insights and present well-reasoned, data-driven proposals to cross-functional stakeholders on opportunities to improve Concessions Support and Decision Quality.
- Support development of strategies and programs, and influence prioritization of program needs within a matrixed organization.
- Lead periodic business and program progress reporting and manage engagement with the key stakeholders.
A day in the lifeIf 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 Coverage2.
Maternity and Parental Leave Options3.
Paid Time Off (PTO)4.
401(k) PlanWe are open to hiring candidates to work out of one of the following locations:
Seattle, WA, USA.
Estimated Salary: $20 to $28 per hour based on qualifications.
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