Customer Service Specialist, Delivery Experience
DESCRIPTION
Amazon's mission is to be earth's most customer-centric company. We work towards a single goal: to ensure the best experience for our customers. To achieve this, we are looking for a Program Specialist to join our Middle East Customer Service team, who will play a key supporting role to improve Delivery Experience (DX) and reduce customer effort.
The Program Specialist will be a key member of the DX team and will engage with stakeholders on a regular basis to help us achieve our goals.
The successful candidate will be based at Riyadh (Saudi Arabia) office.
Key job responsibilities
- Identify Delivery Experience improvement opportunities and work end to end till fix.
- Deep dives and completes root cause analysis of delivery outliers and trends and drives resolution of issues to closure.
- Able to balance dive deep and insights generation skills to drive structural fix.
- Able to influence stakeholders without authority to drive changes programmatically.
- Report DX project metrics, status updates and track own goals.
- Drives voice of the customer mechanisms to surface and address customer pain points on a continuous basis.
We are open to hiring candidates to work out of one of the following locations:
Riyadh, SAU
BASIC QUALIFICATIONS
- Excellent written and verbal communications skills with an ability to interact with senior stakeholders.
- Bar-raising stakeholder management and organization skills. Track record of working with senior stakeholders.
- Ability to get hands dirty in the detail but can also see the bigger picture.
- Ability to effectively manage multiple workstreams at the same time while maintaining a high level of quality.
- Confident creating reports for leadership consumption.
- Ability to take initiative even under unfamiliar or ambiguous circumstances - solid sense of accountability and sound personal judgment.
- Flexibility to respond quickly to change and reprioritize in the face of changing stakeholder demands.
- Data-driven decision making and deep dive skills, including SQL.
- Advanced skills with MS Word and MS Excel.
PREFERRED QUALIFICATIONS
- Background in ecommerce, retail or consulting industries.
- Experience coordinating delivery of customer experience, process improvement or cost savings programs.
- Practical experience in program management concepts, such as prioritization, governance, reporting and benefits validation.
- Experience establishing and consolidating program delivery metrics and status reports.
- Experience with project or program management tracking and planning tools.