Customer Experience Manager, Seller Experience

6 months ago

Sydney, Australia Amazon Commercial Services Pty Ltd Full time

Bachelor's degree; 4+ years of experience in operations, logistics, retail and/or consulting, with a history of owning/ driving results - High attention to detail and proven ability to manage multiple, competing priorities simultaneously - Experience problem solving, including the ability to recognize non-obvious patterns - Strong written and verbal communication skills where statements are high-impact, relevantly pitched for the audience, and frugal on time - Familiarity conversing with, and the work style of, technical development teams. Operates with considerable autonomy and discretion.

Are you an Owner and a Builder looking to help grow the Australian Amazon business from an early stage? Are you passionate about working with technology and product / engineering teams to enhance the customer experience? This is an opportunity to join an early-stage team in Amazon to launch and scale multiple new programs for Selling Partners in Australia. Our team is looking for a process improvement specialist to play an integral role in building, adopting, engaging and scaling these innovative programs for Selling Partners in Australia to improve both Customer and Seller experience.
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- 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

**In this role, you will**:

- Works across team(s) and Ops organization at country, regional and/or cross regional level to drive improvements and enablers to implement solutions for customer, cost savings in process workflow, systems configuration and performance metrics.
- Build strong communication channels at all levels of the organization, set proper expectations, and provide clear status communications.
- Manage and drive the growth of the seller’s business
- Performs supporting research and analysis, and drive the product (project, processes/ deliverables) development schedule from design to release to improve both seller and customer experience
- Lead key projects in improving logistics experience including but not limited to speed, alternative logistics options and cost optimization
- Conduct deep dive analysis and provide routine executive-level reporting
- Publish recommendations and action plans based on data.
- Structures and develops implementation plans and works with senior leaders to pilot and test new solutions and then roll-out across the broader organization at country/cross-country and/or cross regional level

Sydney, NSW, AUS

Effective end-to-end project management - as evidenced by a solid understanding of business requirements, timeliness, quality, and delivery of the right solution for the customer. Proactive and demonstrates strong hands on approach. Makes sure the right connections are made and actions taken. Mitigates risk effectively. Implements corrective actions. Escalates with good judgment.
Strong data analysis skills - Ability to produce, interpret and draw conclusions from data - Business case decision-making, complex problem-solving capabilities and attention to detail - Excellent communication skills with the ability to communicate and influence effectively at all levels - Team player who can facilitate successful project work, operating to deadlines - Proven track record of delivering projects within scope, time, budget and quality - Experience with analytical tools such as data warehouse tables: SQL / Visual Basic / Power BI

**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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