Delivery Experience CX Program Manager, Customer Fullfilment Experience
DESCRIPTION
Do you want to be part of Amazon Brazil and contribute to a team that strives to deliver the best delivery experience solutions to delight our customers? Join our team and drive impactful improvements during this journey, leverage data-driven insights, and propose scalable solutions to elevate our customer experience to new heights.
At Amazon Brazil, we value Diversity, Equity, and Inclusion (DEI) in all our job positions. We act intentionally to ensure our internal environment reflects the plurality of the businesses we serve and the customers we delight. Our Diversity, Equity, and Inclusion squad, composed of representatives from different roles and areas, works tirelessly to shape our DEI strategies. Our leadership is committed to embodying our principles, with the purpose of 'Strive to Be Earth's Best Employer.'
Amazon strives to be Earth's most customer-centric company, offering customers low prices, vast selection, and convenience. Amazon.com.br is a crucial and rapidly growing business for the company.
We are seeking a Delivery Experience CX Program Manager who will lead CX programs in Brazil. The successful candidate will be customer-focused, highly analytical, and have a proven track record of end-to-end ownership and delivering results in a fast-paced, dynamic business environment. You will interface with various functional teams and have a passion for data analysis and process improvement, which will support you in being successful here. Amazon.com.br is a crucial and rapidly growing business, and we are committed to maintaining our high delivery standards for our customers.
Key job responsibilities
As a CX DEX Program Manager, you will play a pivotal role in enhancing the customer delivery experience in a high-complexity, ambiguous environment. Leveraging exceptional ownership and program management skills, you will drive impactful improvements. Key responsibilities include building tracking mechanisms, working cross-functionally with stakeholders, designing and implementing programmatic changes, and demonstrating strong problem-solving abilities. The ideal candidate has experience in a high-complexity environment, a proven track record of leading initiatives, excellent stakeholder management skills, and a data-driven, adaptable mindset.
A day in the life
The CX Program Manager at Amazon starts the day by reviewing customer data, then leads cross-functional meetings to address issues and align stakeholders. They plan projects in detail, demonstrate agility to navigate ambiguity, and reflect on progress to identify areas for improvement, preparing for the next day. Throughout, they leverage their strong problem-solving skills and a sense of accomplishment to enhance the customer delivery experience.
BASIC QUALIFICATIONS
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Solid program or project management experience.
PREFERRED QUALIFICATIONS
- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field