Post Delivery Experience Program Manager, Customer Service
DESCRIPTION
SE Customer Experience & Insights team is looking for a Post Delivery Experience Project Specialist to support the continuous improvement of the Returns/Refunds and Concessions experience with a focus on reducing defects.
Working with multiple operational teams (including Transportation, Fulfilment Center, AMZL, Retail/3P, Aftermarket services and EUCS Concessions) the Post Delivery Experience Project Specialist will understand and report Returns customer pain points and concessions root causes to work on continuous improvement projects with those teams and drive solutions. The Post Delivery Experience Project Specialist will work with the different stakeholders to translate needs into specific projects, identify key performance indicators, scope and post deliver metrics for measuring progress and become established as the subject matter expert.
The role will be responsible for providing analysis, deep dives and drive Customer Returns experience improvements. The role aims compiling and analyzing concessions and returns data across the network to identify policies and processes which could be changed to reduce defects and highlight policy compliance to the Operations team. She/he will develop and implement standards, processes and models needed to reduce customer effort and produce reporting and analysis that enable the Customer effort reduction team to take action on her/him recommendations.
The ideal candidate will be comfortable in a fast-paced, multi-tasked environment; will be a creative and analytical problem solver with an obsession for the customer. The successful candidate will be an excellent analyst, communicator and influencer with the ability to drive change throughout the organization.
BASIC QUALIFICATIONS
• Proven experience managing cross-functional roles, including external and internal stakeholders
• Excellent communication skills and analytical capabilities, ability to simplify complex topics for broad audiences
• Customer Experience Evangelist and role model on Customer Obsession
PREFERRED QUALIFICATIONS
• Project Management frameworks understanding and tools.
• Amazon Narrative writing and metrics reporting.
• Work experience in customer service operations and understanding of its internal metrics.
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