Amazon - Senior Program Manager - Customer Experience

Note 1 to Applicants: Only those open to relocate to Bangalore need to apply.

Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online.

The IN-CX Concessions team is looking for a dynamic Program Manager focused on minimizing the abuse of Amazon's return policies while ensuring a great customer experience. This is a high visibility people manager role with the opportunity to work with leaders across the organization, and is responsible for delivering results through developing innovative solutions along with product, technology, category and machine learning partners.

Key job responsibilities :

- Understand key customer pain points and work backwards towards solutioning by partnering with Network losses, Cost of Business Waste and Category teams

- Identify trends of concession abuse and identify opportunities to programmatically reduce costs

- Work with IN Concessions Abuse Prevention (CAP) operations team on enabling the right customer-centric policies and drive process improvements to track abusive behavior

- Collaborate with business analytics team on developing key contact routing models and reports for business reviews/meeting

- Deliver product/program quality improvements based on Customer feedback and core Customer Service performance measurements.

- Identify opportunities to develop and drive solutions to enable automated tools and applications for self-service

- Define, prioritize and plan the Projects that will need to be implemented, gaining alignment with all appropriate levels within Amazon's Customer Service (CS).

- Schedule and secure the resources and manage cross functional teams to deliver to these projects.

- Monitor the Projects overall progress: anticipating risks, resolving issues and initiating corrective action as appropriate.

- Identify and manage stakeholder groups, and provide regular operational metrics and business reports to those groups.

- Be a visible and vocal role model across the wider business for Amazon's customer-centric culture, using data and technology to anticipate issues and build solutions to exceed customer expectations

The ideal candidate sees around corners, is biased for action in ensuring the team is set up for success in achieving goals, and earns trust through stakeholder influence. The role drives programs critical to the overall success of the organization and will get exposure to senior leadership across multiple teams. This role will also manage/mentor a couple of program managers in the same or related areas.

In this role, you will collaborate with many programs, category and operations teams to identify and execute solutions. You will prepare and provide regular program updates to senior management. You will also have proven ability to assess situations and guide teams toward both short-term and longer-term changes.