Amazon - Program Manager - Customer Experience

Program Manager - CX

Mandatory : Prior Program Manager Experience and willingness to relocate to Bangalore is a must

- As the Contacts Reduction Program Manager, you will help manage a program centered on improving Amazon's customer experience and bottom-line profitability by reducing root-cause defects that lead to customer contacts (e.g., Delivery issues, Payment failure, product returns, replacements, and other forms of customer remediation).

- This role requires high judgment and an ability to balance customer experience with financial impact; it also offers broad exposure to various business, financial, and technical teams within Amazon.

In this role, you will handle a wide array of responsibilities, including :

1) Using quantitative and qualitative data analysis to discover contact reduction opportunities and creating strategic intent to fix these issues;

2) Partnering with local/global stakeholders to define, manage and execute contact reduction projects;

3) Reviewing and reporting program updates that provide detail on overall program performance and health of contact reduction projects

A day in the life :

- Work closely with operations and/or retail teams across the Amazon network to identify, manage and implement contacts reduction projects.

- Analyze customer contact volumes, identify opportunities / gaps and developing solutions that reduce defect events.

- Build out a scalable program status/tracking infrastructure that provides granular detail on overall program performance, risks and opportunities

- Provide project management and cross-functional support on key improvement initiatives

- Create necessary business requirements and project plan documentation

- Schedule periodic planning, progress, and conduct working sessions with project teams and stakeholders

- Disseminate program and strategy updates to internal and external stakeholders

Basic Qualifications :

- 3+ years of Product or Program Management experience

- Demonstrated capability to manage multiple, disparate projects and/or stakeholder groups, with exceptional integrative thinking skills

- Analytical and quantitative skills; experience using data and metrics to back up assumptions and develop business cases

- Excellent speaking-listening-writing skills with ability to influence and manage both peer-level and senior stakeholders

- Ability to work successfully in a dynamic, ambiguous environment