Program Manager, Customer Experience

Program Manager, Customer Experience

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Job 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, we are looking for a Program Manager, Customer Experience (CX) to join our Middle East Customer Service team. The Program Manager, CX will be responsible for defining and delivering a CX roadmap that that significantly improves the shopping experience for customers. They will achieve this by building a detailed understanding of our customers needs and behaviors, identifying and prioritizing improvements, and influencing partner teams to deliver them. The Program Manager, CX will strike a balance between masterful analytical skills and an impressive ability drive long term change that spans various countries and CX domains. They will be a self-starter and will be skilled in driving actionable insights and clarity in a dynamic customer experience landscape. The successful candidate will be based in our Dubai (UAE) office.
. Previous experience as CX manager, program manager, product manager or continuous improvement leader.
. Experience working in large complex global organizations, in a B2C context. Ability to work across geographies and drive alignment with other departments who may have conflicting priorities.
. Customer Obsessed. Track record in understanding and advocating for customer needs, and driving improvements on behalf of customers.
. Track record of delivering measurable improvements to the customer experience. Solution-focused with a strong ability to identify, justify, deliver and change manage effective and practical change.
. Excellent communication skills. Can influence all levels of the organization through high quality written and verbal communication.
. Bar raising stakeholder management skills. Specific strength in influencing decision makers and negotiating priorities.
. Exceptional analytical skills. Comfortable working with large amounts of data and generating clear insights for leadership. Not afraid to get hands dirty into deep dives that identify root causes and outliers in CX trends. Ability to derive clear insights from complex data sets.
. Experience establishing and tracking program metrics and delivering a roadmap to improve them.
. 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.
. Bachelor's degree in Business Administration, Finance, Computer Information Systems, Engineering, Operations Research, Mathematics or other business/analytical disciplines or equivalent experience.
. Advanced Excel skills and experience with other analytics tools and reporting suites.
. 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.)
. Expertise in Six Sigma defect reduction techniques (DMAIC, etc.)
. Formal program and/or Product management experience and related certification.
. Experience leading and or participating in structured process improvement activities such as Kaizen and/or customer journey mapping

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