Cx Sr. Program Manager, Cs Americas Emerging

1 semana atrás

Sao Paulo, Brasil Amzn Servicos de Varejo do Bra Tempo inteiro

7+ years of experience working in cross-functionally with product management, and product development
- Minimum 3 years of experience in a Customer Experience role.
- Excellent written and oral communication skills in Portuguese and English, across various cultural backgrounds and functional areas, and within all levels in the organization (technical, business, executive).
- Knowledge of Amazon's customer service processes and proven record of accomplishment of Customer Obsession.
- Ability to deep dive/analyze customer related data and draw conclusions leading to improvement initiative recommendations.
- Excellent planning, organizational and time management skills.
- Proven ability to influence change at all levels and across all departments as appropriate. Strong track record of cross organizational relationship building. Superior judgment, diplomacy and tact.
- Willingness to speak up even in the midst of adversity.
- Bias for action, takes responsibility/ownership and delivers.
- Proven ability to influence change at all levels and across all departments as appropriate. Strong track record of cross organizational relationship building. Superior judgment, diplomacy and tact.

Job summary
- Act as the point of contact for CS and the following teams: Retail, Fulfillment Centers, Logistics, Technical Teams, Seller Support, Knowledge Management, Fraud, Payments.
- Act as the point of contact for CS for Brazil Customer Experience projects.
- Act as a liaison with the Brazilian Legal team.
- Complete analysis of processes and procedures with a mind to continue improving the Customer Experience and key Metrics (CPU, Concessions Value/ Net OPS, RAP), with the final goal of identifying customer pain points and proactively drive improvements.
- Identify and challenge any negative effects on the Customer Experience prior to new launches. Manage customer-impacting issues as they come up in a troubleshooting mode, which includes, but not limited to: proactively engage with mass communications, work on any urgent and/or uprising TT’s that may affect customer experience or primary KPIs and advise on proper actions and follow-up to take to resolve said issues.
- Provide analysis to management on customer experience impacting issues. Act as a networking bridge between the CS and business teams, as well as keeping them informed of changes in and outside CS that have impact on customer experience.
- Only resumes in ENGLISH will be considered for this role.
- Master's Degree
- Project/program management experience and/or key contributor for a site/service launch.

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