Sr Customer Experience Leader, Global AR Finance Operations
DESCRIPTION
Are you customer-obsessed, data oriented, and confident in driving operational changes that improve our customer experience? Amazon is looking for an experienced, talented and highly motivated individual to join our Global Accounts Receivable (AR) Customer Experience (CX) teams. We are seeking a Sr. Customer experience leader who would work closely with all partner teams in driving change management efforts with the right CX programs and driving process excellence globally.
Key job responsibilities
As a Sr. Customer Experience Leader, you will own and contribute to large-scale deep dives that measure the end-to-end customer experience for specific channels or CX projects managing financial transactions within the Global AR. The role would entail applying an objective and think big mental model to drive studies across multiple geographies, collaborating with senior business leaders and conducting customer research. The role will allow you to make a real impact for our customers from Day 1 and provide a dynamic, innovative and fast-paced environment to constantly challenge the status quo and address new challenges. This position requires high judgment, excellent analytical abilities, a creative mind to invent solutions to improve the customer delivery experience; it also offers broad exposure to operational, financial, and technical teams across Amazon.
Additional Responsibilities include:
• Manage Ambiguity: Understand complex business problems across geographies and product lines to create hypotheses and translate this into analysis requirements that lead to customer experience improvement insights.
• Stakeholder Management: Ability to work in matrixed environment and build good relations with internal stakeholders to understand priorities, and accordingly create annual roadmaps.
• Customer-Focus: Plan and deliver customer insight products by working backwards from customer needs, for example: scoping each unique effort, design, data collection, data analysis, customer engagement, and providing recommendations which are presented to senior leadership.
• Innovation: Identify, track, and monitor industry/experience trends and drivers of customer satisfaction
• Change management: Partner with global reporting and analytics teams in building predictive dashboards and early warning mechanisms. Partner with business partnership, training teams and global service centers to drive operational improvements that continuously raise the bar for great CX.
By working together on behalf of our customers, we are building the future one innovative product, service, and idea at a time. Are you ready to embrace the challenge? Come build the future with us.
BASIC QUALIFICATIONS
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements
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
- Experience preferably with Qualtrics or other survey management tools