Sr. Manager, Program Management , US Categories Customer Experience
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About The Position
This Senior Manager, Program Management, US Customer Experience will be the leader of the US Customer Experience (CX) Team working with Consumer Stores and Customer Service (CS) Operations teams in order to deliver a high-quality customer experience within a rapidly expanding geography. The role is highly collaborative requiring close alignment, upstream and downstream, on initiatives such as customer experience roadmaps, to include the identification, prioritization, and execution. This leader will work with business teams on business expansion plans, CX definition and improvement programs, Calls Per Unit (CPU) and concessions reduction priorities, and with CS operations teams on service delivery i.e. Positive Response Rate (PRR) and Service Level (SLs) helping to coordinate a customer service network of CS associates and supporting the customers buying on the Amazon website. The position will also lead a team of customer experience program and project managers in order to continuously improve the customer experience. The ideal candidate will be working with Consumer Stores and CS Operations teams in order to deliver a high-quality customer experience within a rapidly expanding geography. The role is highly collaborative requiring close alignments upstream and downstream on initiatives such as customer experience roadmaps, to include the identification, prioritization, and execution. The position will also lead a team of customer experience program and project managers in order to continuously improve the customer experience.
