Sr Program Manager , Luxury Stores

About the position

The Luxury Stores Customer Service Program Manager will be responsible for developing, implementing, and overseeing end-to-end customer service operation and roadmap that supports Luxury Stores' growing selection and customer base. The scope may evolve with our elevated Customer Service strategy to support scaling support for a broader range of 'high-price, high-consideration' businesses such as Shopbop, Premium Fashion and Beauty. This role requires a strategic thinker with strong leadership, analytical and problem-solving skills, as well as a passion for customer satisfaction in luxury retail.

Responsibilities

• Support team building and people management of Luxury Stores customer service team, including hiring, onboarding, training and development of a team of CS operation managers, team leads and associates.
• Collaborate with cross-functional teams including Product Managers, Program Managers, Amazon Store Customer Service, Operation and Tech partners to develop and implement customer service operation workflows and policies to help enhance luxury customer satisfaction and loyalty, and ensure seamless customer experiences across all touchpoints.
• Design, improve and oversee training and coaching programs for customer service representatives to improve their skills and knowledge.
• Support Luxury Stores Product Manager to optimize customer service system as well as related technologies and tools to help increase efficiency and effectiveness, act as point of escalations when there is technical blocker for CS team to support luxury customers.
• Establish and monitor key performance indicators (KPIs) for Luxury Stores' customer service workstreams. Analyze customer feedback and service metrics to identify areas for improvement and implement necessary changes to improve holistic Luxury Stores experience.
• Create and maintain documentation for customer service processes and best practices, launching mechanisms to help streamline operations, improve productivity and reduce cost to serve.
• Support CS resource projection and requirement gathering for customer service initiatives.
• Provide regular reports, documentations (WBR, QBR, OP1, Narratives) and presentations to senior management on Customer Service program performance and outcomes.
• Support Luxury Stores Product Manager to build the north star vision, roadmap and programing of elevated customer service in Amazon that serves a suite of high-price, high-consideration businesses such as Shopbop, Premium Fashion and Beauty.

Requirements

• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Experience defining program requirements and using data and metrics to determine improvements
• Experience working cross functionally with tech and non-tech teams

Nice-to-haves

• 2+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
• Proven track record of developing and implementing successful customer service related initiatives

Benefits

• Base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market.
• Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.
• Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.