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Program Manager, Customer Experience

hace 2 meses

Madrid, Madrid, España Mygwork A tiempo completo

About Mygwork

Mygwork is an inclusive employer and a member of the LGBTQ+ business community. We're committed to creating a workplace where everyone feels valued and respected.

Job Summary

We're seeking a highly skilled Program Manager to join our team at Amazon. As a Program Manager, you will be responsible for improving the delivery experience for our customers.

Key Responsibilities

  • Complete analysis of processes and procedures to improve the delivery experience and its key metrics.
  • Build and drive innovative solutions to improve the delivery experience and performance metrics.
  • Ensure communication bridges are initiated and upheld between transportation teams, carriers, and customer service.
  • Proactively manage large-scale impacting issues.

About the Team

We're the voice of the customer, collecting feedback and engaging with teams to remove friction from the customer journey on Amazon. We're successful when we continuously improve the overall customer experience by reducing customers' effort, eliminating defects, and related costs.

Basic Qualifications

  • Bachelor's degree in Management, Business Administration, or a related area.
  • Strong analytical skills and ability to dive deep through multiple sources of data to provide clear reporting of issues, root causes, and how they affect customers.
  • Flexibility to deal with ambiguity and respond quickly to changes and re-prioritize in the face of emerging issues while driving problem-solving.
  • Excel/SQL advanced level.

Preferred Qualifications

  • Experience in driving end-to-end delivery and communicating results to senior leadership.
  • Experience leading process improvements.
  • Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization.
  • Experience building processes, project management, and schedules.

What We Offer

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon.