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Sr. Program Manager, CX, Direct Fulfillment - SCOT
Amazon
Operations
Nashville, TN, USA · United States · Bellevue, WA, USA
Posted on Oct 17, 2024
DESCRIPTION
Have you ever ordered a product on Amazon and when your order arrived, wondered how it got to you so fast? Did you ever think about where it came from and how many systems coordinated to make it happen? If so, the Amazon Global Supply Chain Optimization Technologies (SCOT) might be a fit for you. Our innovations get customers the products they want, at the right price, faster than anyone else. We build the technology that makes the magic of Amazon happen for hundreds of millions of customers around the world. The Direct Fulfillment (DF) channel allows Amazon to fulfill customer orders directly from our vendor’s warehouse, and is one of the fastest growing supply channels at Amazon. Through Direct Fulfillment (a.k.a dropship), our team enables broad in-stock selection for Amazon’s customers.
We are seeking an experienced and results-driven Program Manager to oversee and drive key customer experience initiatives and programs for DF channel. This is a strategic role responsible for driving continuous improvement and transformation of the customer experience. In this role, you will shape the DF customer experience strategy, ensure alignment with business objectives, and deliver exceptional customer satisfaction throughout DF channel; You will be responsible for managing and improving critical metrics related to customer contacts, concessions, cancellations, and overall customer satisfaction; You will work closely with cross-functional teams to identify opportunities, implement innovative solutions, measure the impact on key metrics, and drive continuous improvement in our customer experience efforts; You will coordinate and manage customer experience initiatives and strategies for WW DF channel, ensuring consistency and alignment across regions while accounting for local nuances and requirements.
Key job responsibilities
• Develop and execute a customer experience strategy aligned with the business objectives, establish clear goals to measure the success of customer experience programs and initiatives.
• Define, measure, and monitor key customer experience metrics, including customer contacts, customer concessions, customer cancellations, and other relevant metrics.
• Establish robust processes to gather insights, identify trends, pain points, and areas for improvement, translate customer feedback into actionable recommendations.
• Identify inefficiencies, bottlenecks, and areas for optimization and implement process improvements, lead cross-functional project teams and ensure the timely and successful execution.
• Collaborate with Data team to develop and maintain comprehensive dashboards and reports to communicate customer experience performance to stakeholders.
• Build and maintain strong relationships with key stakeholders, prepare and present regular reports on customer experience performance, initiatives, and recommendations to senior leadership and stakeholders.
• Coordinate and manage customer experience strategies, initiatives, and processes across all regions, ensuring global consistency and alignment; Collaborate with regional teams to understand local nuances and requirements, while maintaining a cohesive worldwide approach; Facilitate knowledge sharing and best practice exchange among regions.
• Continuously monitor industry trends, competitive landscape, and best practices to identify opportunities for enhancing customer experience.
BASIC QUALIFICATIONS
- 5+ years of program or project management experience
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience using data and metrics to determine and drive improvements
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization and driving change.
- Experience working cross functionally/regionally, Willingness to travel globally
- Excellent communication, presentation, and facilitation skills, with the ability to influence and engage stakeholders at all levels and across different cultures.
PREFERRED QUALIFICATIONS
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Proven experience in leading customer experience transformations or large-scale CX initiatives in complex organizations.
- Strong business acumen and understanding of the organization's products, services, and competitive landscape.
- Ability to make things happen in a fast-paced, dynamic environment
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.