Description

Amazon's CS Consumer Tech and Product (CTAP) is looking for an experienced Program Manager who can work independently in a fast paced and ambiguous environment. The Customer Experience Team within Customer Service uses customer activity data, feedback, and metrics to identify customer pain points, then advocates for and drives change throughout the organization to reduce defects and improve customer experience.

Key job responsibilities

The Program Manager will be a critical member of the Asia Pacific Customer Experience team, that works relentlessly to scope and develop solutions to support new areas of business and special Customer Service requirements including their lifecycle management. It requires a strategic partner to continuously drive and deliver customer centric solutions to complex business opportunities. In addition, they enjoy and excel at diving into data to identify root causes, derive patterns, and determine long-term solutions that ensure superior customer experience.

Program Manager for Customer Experience will own the global program that drive standardization of processes, metrics, and automation initiatives across stores in which we operate. The role will collaborate with internal stakeholders to identify the opportunities, drive prioritization decisions, setup governance and reporting mechanisms and drive implementation. The role will plan, research, and to set priorities, handle multiple projects and meet tight deadlines. The successful candidate will be an excellent communicator and influencer, with strong instincts and ability to manage without authority and inspire others.

About the team

CS Consumer Tech and Product (CTAP)

If you’re passionate about creating meaningful customer facing experiences and making real business impact, CTAP is just the team for you! We’re a diverse team of builders, co-located across Bangalore, Hyderabad & Luxembourg. Our innovations have received Amazon-wide recognition, with awards like Door-Desk and the Empty Chair award.

Our charter is to own and enhance the post-order CX across Consumer marketplaces. We work on a range of products such as SmartRouting, Voice and Chat-Bot, Self-Service Solution Cards, Notifications on Email/SMS/Push, Your-Orders, Progress-Tracker, and AC3.

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

Bengaluru, KA, IND

Basic Qualifications

• 3+ years of program or project management experience

• 3+ years of working cross functionally with tech and non-tech teams experience

• 3+ years of defining and implementing process improvement initiatives using data and metrics experience

• Bachelor's degree

• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL

• Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience

• 3+ years of driving process improvements experience

• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

• Experience building processes, project management, and schedules