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, Amazon Middle East Customer Service (CS) is looking for a Program Manager who will work across the entire customer lifecycle to analyze, identify and deliver process, policy or technology improvement opportunities that eliminate defects and reduce customer effort.

The Program Manager will lead a crucial Customer Experience (CX) program and will drive improvements that raise the bar for the customers. The Program Manager will combine a strategic mindset with a masterful analytic ability, and will be skilled at enabling cross-functional change using their bar raising stakeholder management, judgement and program management skills. This role owns the CX Roadmap and maintains the CX health for the initiatives running throughout the business. The role is expected to challenge any threats to customer experience, and advocate on behalf of the customer. You should have the experience and capability to prepare documentation for senior executives.

The successful candidate will be based in Riyadh, Saudi Arabia.

Key job responsibilities
– Manages delivery of projects and process improvements by working closely with business stakeholders.
– Own the execution of the CX roadmap and timely delivery of projects therein.
– Supports central program team with product, feature and capability launches. Acts as subject matter expert and ensures bar-raising experiences are delivered for customers.
– Drives a culture change in across business functions to ensure customer experience improvement is considered as a top priority for business leaders.
– Works with product and business teams to deep dive the root cause of anomalies and unfavorable trends, and drives resolution of issues to closure.
– Performs quantitative and qualitative analysis of internal and customer-facing processes, and customer interactions to identify improvement opportunities.
– Creates dashboards, reports and metrics and prepares inputs to weekly, monthly and quarterly business reviews with Operations teams and senior leadership.
– Designs, delivers and owns mechanisms to surface and address defects on a continuous basis, in partnership with other teams.
– Proactively manages large scale customer impacting issues and creates systemic fixes and mechanisms to address them.
– Act as the voice of the customer toward a broad range of stakeholders, driving change through robust delivery and governance mechanisms.

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

Riyadh, SAU

BASIC QUALIFICATIONS

– 3+ years of program or project management experience
– 3+ years of working cross functionally with tech and non-tech teams experience
– 3+ years of defining and implementing process improvement initiatives using data and metrics experience
– Bachelor’s degree
– Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
– Experience defining program requirements and using data and metrics to determine improvements

PREFERRED QUALIFICATIONS

– 3+ years of driving end to end delivery, and communicating results to senior leadership experience
– 3+ years of driving process improvements experience
– Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
– Experience building processes, project management, and schedules