Program Manager, AU CX, CS, AU Customer Experience Team
1 week ago
Job ID: | Amazon Commercial Services Pty Ltd
Amazon Australia Customer Service Team is seeking a highly motivated Program Manager for the Customer Experience (CX) team in Sydney, Australia. The successful candidate will be responsible for leading new business launches, working on defect elimination and CX improvements for a portfolio/category of the Australia business from a customer service perspective.
This will be a diverse and highly visible role requiring a strong aptitude for building partnerships through earn trust, and influencing a wide range of stakeholders at every level of the business. You will establish yourself as a subject matter expert in a fast moving, ambiguous environment, relentlessly advocating for our customers with business partners and manage life cycle of complex initiatives. Interfacing with Retail teams, Business Program teams, Customer Service Operations teams, you will contribute to making Customer Service a differentiator for Amazon Australia.
Our team operates out of our fabulous CBD office conveniently located near transportation.
Amazon offers employees a competitive remuneration package, including participation in the company stock plan as applicable. We also look after our people with benefits, such as subsidized private health insurance, superannuation and paid parental leave options, amongst others.
Key job responsibilities
• Manage multiple program areas - define project plans, assemble resources, manage implementation activities, track deliverables, and develop processes associated with program roll-out and ongoing support.
• Plan, develop and execute CX programs across the entire project life cycle.
• Conduct data dive deeps to identify defect elimination opportunities and influence partner teams with competing priorities to implement projects building tradeoffs on cost v/s impact.
• Lead the Contact reduction charter for the assigned portfolio of initiatives, and delivering the assigned defect elimination targets for the year.
• Understanding best practices from other regions and understand the market fit implementation for an emerging store like AU and bring in a WW Customer Service perspective on key topics.
• Contribute to Operate Planning cycles by defining long term priorities for the program working with business teams and forecasting partners.
• Leading Voice of Customer sessions to drive attention to outlier/egregious CXs, understanding social media sentiments through data mining and presenting it to senior leaders to drive actions and influence priorities.
• Write clear and concise documents expressing complex concepts in a logical manner. Able to present decisions to leaders across a diversity of areas.
• Be comfortable operating at speed to ensure forward momentum, fast iteration and incorporate new learnings.
• Represent Customer Service at business reviews owing key metrics and representing the empty chair in the room through consistent, effective and open communication both verbal and written.
A day in the life
Everyday is about hustling and working alongside other program and senior program managers. Participating in WBRs and defined team mechanisms. Being able to balance speed with execution and taking tough decisions. Focusing time on reflecting what could be done better, being vocal and participative in meetings and sharing point of views, and most importantly doing this with a smile and positive perspective.
We are open to hiring candidates to work out of one of the following locations:
Sydney, NSW, AUS
3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Bachelor's degree
3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
IDE statement:
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes.
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Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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