Senior Customer Experience Manager

hace 1 mes


Zaragoza, Zaragoza, España Amazon A tiempo completo
About the Role

We are seeking a highly skilled Senior Customer Experience Manager to join our Amazon team. As a key member of our Last Mile Delivery Experience team, you will be responsible for developing and implementing programs that improve both customer experience and efficiency by process improvements.

Your primary focus will be on understanding customer needs related to our deliveries and creating metrics that drive change and enable Amazon to provide an exceptional delivery experience.

Key Responsibilities
  • Develop and Implement Programs: Design and deploy customer-centric solutions that drive measurable results, improving customer experience and efficiency.
  • Lead Complex Process Improvement Efforts: Align scope with local and international teams, analyze data, and present results to senior management.
  • Manage Ambiguity: Understand complex business problems, manage competing priorities, and ensure critical projects remain visible to senior leadership and stakeholders.
  • Stakeholder Management: Build trustworthy relationships with multi-disciplinary stakeholders to understand and evaluate business priorities, define shared opportunities, and establish information sharing mechanisms.
  • Drive Best Practices: Focus on outcomes for customers, identify and own EU initiatives to optimize operational teams, and drive continuous improvement across the business.
Requirements
  • Proven project/program management experience, including leading cross-functional projects.
  • Results-driven individual with strong proactiveness.


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