AB Anecdotes Specialist, ABCS Anecdotes
DESCRIPTION
Amazon strives to be the world’s most customer centric company. Amazon Customer Service (CS) is looking for a program manager who can dive deep in our poor customer experiences and drive meaningful change on their behalf across Amazon.
The ABCS Anecdotes team uses storytelling principles to leverage and enhance a leadership culture that is eager to take on improving the customer’s experience. We gather and transform anecdotes to be used as a conversation that inspires the customer obsession in each of us. This use of the customer’s voice as the starting point in our conversations ensures that we are consistently “working backwards” to provide direct value to our customers in our day to day operations.
We are looking for an customer obsessed Program Specialist who excels at understanding root causes for poor customer experiences. The ideal candidate will have experience with analyzing customer communications and understanding complex business processes. They will contribute to strategies for ensuring key information cascades consistently and smoothly across internal and stakeholder organizations. You will be responsible for reviewing and analyzing a large volume of customer experiences on a daily basis, curating positive customer experiences for daily publication and support a team of Program Managers for anecdote related requests. An ideal candidate will be able to quickly understand a customer’s perspective and apply a series of qualitative criteria to determine if further research is warranted. You will perform initial research to validate and understand the experience holistically within the applicable Amazon business model. You will illustrate and advocate inside the team the importance of selected experiences, outlining basic value proposition for each. During the course of this work, accurate documentation in several systems will be required to allow for efficient downstream processes. This will include additional documentation and data capture for machine learning model (ML) training. You will be creating and maintaining SOP for all established processes within the team as successful experiments shift into mature mechanisms.
This candidate must be comfortable in ambiguous, experimental and innovative spaces.
Key job responsibilities
Responsibilities:
• Identify, assess, track and mitigate issues and customer risks using multiple customer inputs
• Identify trends, themes, emergent topics, and insights through manual review of large data sets
• Tag, annotate, and organize reviewed data in support of ML model training
• Manage, deep dive and provide reporting updates for special anecdote data requests from various business leaders across Amazon
• Curate positive customer anecdotes for WWCS and disseminate via a daily publication
• Create, maintain and disseminate project information to stakeholders
• Support effective teamwork, communication, collaboration and commitment across multiple disparate groups with competing priorities as needed
• Communicate consistently and effectively using established data capture systems
• Research and validate customer experiences on a variety of Amazon platforms and systems
BASIC QUALIFICATIONS
Basic qualifications
• 2+ years of experience in advanced customer service role
• Strong judgement and instincts
• Prior process improvement experience with knowledge and demonstrated use of ACES or Six Sigma/Lean processes.
• Proficiency with MS office and CSC (or equivalent) Customer Service Tool Set.
• Proven track record of taking ownership and driving results on a variety of projects
• Strong verbal and written communication skills
• Proven ability to execute tactically in a high paced detail oriented environment
• Demonstrate strong attention to detail including precise and effective customer Preferred qualifications
• Strong time management skills and an understanding of prioritization
PREFERRED QUALIFICATIONS
Preferred qualifications
• 1+ year previous Amazon Business CS experience.
• Familiar with existing CS or AB resources and tools.
• Formal training in Relationship Skill/Business Management