Manager - Program Management, CS3 Content Team
DESCRIPTION
Amazon's Customer Service (CS) department has various opportunities for individuals who would like to develop a career as a Manager - Program Management. Japan (JP) CS Programs include company-wide programs and CS specific programs which impact customer experience. This role in CS3 Team within CS will support Amazon’s Customer Service Mission Statement ("timely, accurate, and professional") by using operational expertise to improve and preserve the highest standards of quality and service, in addition to driving success through proven leadership skills.
Manager - Program Management, CS3, role delivers a more consistent and cohesive experience for customers through customer-facing and Associate-facing content solutions. The role is responsible for building scalable strategies for an intuitive communication and self-solution for Amazon customers and CS Associates. The role will continuously lead improvement of CS content and self-service experiences through evidence and data, focusing to eliminate the gap between customer needs and the Amazon experience. The role leads a team of Program Managers, Content Developers and UX Designers to successfully implement CX improvement goals through content improvements, both JP specific and global.
Key job responsibilities
• Manage JP Content Experience (ConEx) and Content Delivery (CD) teams, and support the global CS content strategy organization to develop experimentation and improvement processes.
• Manage and coach PMs, Content Developers, and UX designers to drive improvements in customer-facing content (text-based Help pages, multimedia animations, self-help videos, etc.), to drive self-service adoption and improve overall Customer Experience (CX).
• Build and implement initiatives that drive improvements in CS Associate facing content, reduce CSA dependency on multiple resources for issue resolution, and enable faster and accurate resolution of issues.
• Take ownership of ambiguous business and CX problems, identify opportunities for improvement and research that can influence global content strategy, and ensure timely action.
• Strengthen global partnership network to negotiate with content and publishing technology stakeholders across different content groups within Amazon to develop the information architecture framework based on UX insights and test results.
• Advocate for improved CX, and drive effective conversations and influence partner teams and stakeholders though data-driven contributions that impact product roadmap(s) and business goals.
• Leverage the User Interface (UI)/ User Experience (UX) capability and learning from partner teams like Marketing, Branding etc. to devise a strategy for self-service products and contents, continuing to propagate best practices from JP.
• Stay up-to-date on the latest trends and best practices in interactive content design to drive continuous improvement of content from both customers and associates.
BASIC QUALIFICATIONS
- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of team management experience
- 5+ years of cross functional project delivery experience
- 5+ years of program or project management experience
- Experience defining program requirements and using data and metrics to determine improvements
PREFERRED QUALIFICATIONS
- Experience managing, analyzing and communicating results to senior leadership
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