Strategic Program Manager, Brazil Customer Experience Leader

Há 3 dias


São Paulo, São Paulo, Brasil Amazon Servicos De Varejo Do Brasil Ltda. Tempo inteiro
About the Role

We are seeking a highly skilled Strategic Program Manager to join our team at Amazon Servicos De Varejo Do Brasil Ltda. in Brazil. As a key member of our Customer Experience team, you will be responsible for driving the expansion and management of a strategic roadmap involving unique and innovative customer solutions.

Key Responsibilities
  • Develop and Execute Strategic Roadmap: Define areas of focus/opportunity supported by analysis, develop solutions, identify owners, set delivery/completion dates, and set up mechanisms to ensure programs are on track.
  • Proactive Issue Resolution: Identify and resolve issues that affect customer experience and may impair the team's ability to meet strategic, product, and technical goals.
  • Collaboration and Influence: Build relationships across Amazon teams to deliver on your roadmap. Partner with program/product managers, category teams, finance, legal, operations associates, and engineers to deliver on your roadmap.
  • Autonomous Program Management: Operate autonomously; drive programs end-to-end, including business goals, technical solutions, to improve customer experience.
  • Communication and Presentation: Communicate clear and concise expectations and requirements with business and technology teams. Present well-reasoned and data-driven proposals in both verbal and written form.
About the Team

The Americas Customer Experience team sits within the Customer Service organization. We are on a mission to relentlessly advocate for customers and eliminate defects that affect their experience while shopping on our stores. We leverage data, customer anecdotes, process expertise, and cross-functional collaboration to improve the customer experience.

Requirements
  • 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


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