Sr. Program Manager, Customer Experience Improvement

Amazon Customer Service (CS) is a large and global organization obsessed with taking care of our customers and delivering reliably fast convenient and helpful support when they need it. Whether customers interact with our self-serve solutions or CS Associates we work hard to make sure they have a delightful experience with us each and every time.
We are looking for a customer-obsessed Senior Program Manager to join us in the EU Customer Experience Improvement org within Customer Service. You will be a part of the EU team of program managers product managers business analysts and business intelligence engineers who dig deep into customer friction trace it back to its source and drive upstream and downstream product and programmatic improvements to improve CX. You and your team will own the roadmap of EU strategic initiatives while also responding to emerging issues that need immediate attention.

Key job responsibilities
- Drive the expansion and management of a strategic Pan-EU roadmap involving unique and innovative customer solutions accounting for country-specific market dynamics and customer expectations.
- Define areas of focus/opportunity supported by analysis develop solutions identify owners set delivery/completion dates and set up mechanisms to ensure programs are on track across EU marketplaces.
- Proactively identify and resolve issues that affect customer experience across EU stores including defects that drive customer contacts and concessions and may impair the teams ability to meet strategic product and technical goals.
- Actively build relationships across Amazon teams including EU Retail Transportation Supply Chain AMZL Product Finance Legal and Engineering to deliver on your roadmap.
- Operate autonomously; drive programs end-to-end including business goals technical solutions and contact reduction initiatives to improve customer experience at scale across EU.
- Communicate clear and concise expectations and requirements with business and technology teams adapting communication to multi-country stakeholders and senior EU leadership forums.
- Present well-reasoned and data-driven proposals in both verbal and written form including documents for EU VP-level leadership reviews.

A day in the life
- Lead customer experience workstreams by proactively identifying and eliminating sources of friction.
- Create scalable mechanisms to work across cross-functional teams and drive organizational change.
- Establish data-driven approaches to detect issues surface customer pain points and drive upstream action across organizations.

- Understand how AI is reshaping CX product architectures product development and customer workflows; apply AI to enable faster learning cycles accelerate development make better decisions and unlock new forms of innovation

- Influence strategic direction customer adoption decisions engineering and business approach (internally and externally if applicable) vendors partners and organization priorities.
- Influence senior leaders to prioritize and address systemic customer experience issues through high-quality analytics and communication.
- Advocate for customers in product design and operational decisions across organizations.
- Deliver measurable outcomes aligned with organizational goals.
- Write and present clear narratives to drive alignment and decision-making.
- Coach and develop high-performing teams while creating leadership opportunities.

- 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 in program or project management
- Native or Fluent Spanish speaker

- Experience leading process improvements

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