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Senior Customer Experience Manager, Last Mile Delivery Experience
hace 2 meses
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.
Key Responsibilities
- Customer Focus: Develop a thorough understanding of customer needs related to our deliveries and create metrics that drive change to enable Amazon to provide an exceptional delivery experience.
- Deliver Results: Lead complex process improvement efforts, including scope alignment with local and international teams, data analysis, and presenting results to senior management.
- Manage Ambiguity: Understand complex business problems and manage several competing priorities to ensure critical projects remain visible to senior leadership and stakeholders.
- Stakeholder Management: Build trustworthy relationships with multi-disciplinary stakeholders around the globe to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms.
- Drive Best Practices: Focus on outcomes for our customers and identify and own EU initiatives that will continue to optimize our highly customer-focused operational teams.
- Develop and Execute: Weekly and monthly action plans to deliver programs as per roadmap.
- Identify and Analyze: Data to isolate issues, develop solutions, and prioritize opportunities for CX improvements.
Requirements
- Project/program management experience, including proven ability to manage large and complicated projects with experience leading cross-functional projects.
- Results-driven individual with strong proactiveness.
- Business judgment with a track record of successfully delivering quantifiable results.
- Experience developing operational processes and technologies to drive customer experience improvement.
- A passion for insisting on high standards and a customer-centric mindset.
- Strong communication skills with experience in facilitation across all levels.
- Highly organized, with the ability to complete a high volume of tasks and projects with little to no guidance and tight deadlines.
Preferred Qualifications
- Advanced degree (e.g. MBA or PhD).
- BA in a Science or Logistics-based discipline, with an analytical, data analysis bias.
- Knowledge of Lean, Six Sigma, and Kaizen techniques.
- Experience working within the transportation delivery industry and a solid understanding of carrier operations.
