Program Manager – Customer 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, South Africa Customer Service (CS) is looking for a highly skilled and motivated Program Manager who will work across the customer lifecycle to analyze, identify and deliver process, policy or technology improvement opportunities that eliminate defects and reduce customer effort.

The Program Manager will be a key member of the South Africa CS team. A successful candidate will combine a strategic mindset with an exceptional analytical ability to drive cross-functional change using bar raising stakeholder management, judgment and program management skills. The Program Manager will partner with Business, Product and CS Operations teams to own and deliver defect detection and elimination programs for both customer and CS associates. The scope of the role includes championing a culture of Customer Obsession across South Africa business teams, through developing and driving Voice of the Customer (VoC) program. The role is expected to challenge any threats to customer experience, advocate on behalf of the customer, and communicate any risks to CS Operations in a timely manner.

Key job responsibilities

• Designs, delivers and owns mechanisms to surface and address defects on a continuous basis, in partnership with other teams.
• Delivers improvements to increase detection and efficacy of defect escalation mechanisms within CS Operations.
• Designs, delivers and improves CS processes to ensure adherence to CS policy. Creates scalable audit mechanisms to ensure long-term benefit and adoption.
• Partners with product and business teams to deep dive in the root cause of anomalies and unfavorable trends, and drives resolution of issues to closure.
• Champion a culture of customer obsession developing and driving VoC.
• Creates reports and metrics to prepare inputs to weekly, monthly and quarterly business reviews with senior leadership.
• Actively build relationships across Amazon teams to deliver on your roadmap. Partner with program/product managers, category teams, finance, legal, operations to deliver on your roadmap.
• Champion a culture of customer obsession developing and driving VoC.
• Own the execution of the CS CX roadmap and timely delivery of projects therein.

We are open to hiring candidates to work out of one of the following locations:

Cape Town, ZAF

Basic Qualifications

• Bachelor's degree in Business Administration, Finance, Computer Information Systems, Engineering, Operations Research, Mathematics or other business/analytical disciplines or equivalent experience.
• Excellent written and verbal communications skills with an ability to interface with C-suite level stakeholders, specific strength in influencing decision makers and managing expectations.
• Track record of delivering measurable improvements to the customer experience using business improvement and project management techniques. Solution-focused with a strong ability to identify, justify and deliver effective and practical change.
• Exceptional analytical skills, comfortable working with large amounts of data and communicating insights, experience establishing and tracking program metrics and explaining outliers or trends.
• Excellent critical thinking and judgement. Ability to think long term and define strategy while also maintaining a focus on shorter term tactical initiatives.
• Experience identifying and resolving complex issues, will take initiative even under unfamiliar or ambiguous circumstances - solid sense of accountability and sound personal judgment.
• Advanced Excel skills and experience with other analytics tools and reporting suites.
• Flexibility to respond quickly to change and reprioritize in the face of emerging issues.
• Experience influencing and leading stakeholders without formal responsibility. Interacting and building rapport with teams of all levels.
• Experience working in complex global organizations.

Preferred Qualifications

• SQL and analytical techniques such as hypothesis and regression analysis.
• Background in ecommerce, retail or consulting industries.
• Direct experience using business intelligence reporting tools (Tableau, MicroStrategy, etc.).
• Practical experience of project management frameworks, e.g. PMP/PRINCE2

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

Company - Amazon Development Centre (South Africa) (Proprietary) Limited - A78

Job ID: A2568463