Senior Customer Experience Program Lead

4 weeks ago

North Sydney Council, Australia Amazon Commercial Services Pty Ltd Full time
About the Role

Amazon Australia Customer Service Team is seeking a highly motivated, experienced Senior 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 earning 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 the lifecycle 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.

Key Responsibilities

  • Advocate on behalf of the Customer and Customer Service during all business engagements to ensure a consistent high-bar of excellence.
  • Drive people, process, and technology initiatives to optimize the Customer Support experience end-to-end.
  • Manage all key aspects of the Customer Service and how it pertains to business start-ups and their lifecycle management.
  • Deliver product/program quality improvements based on Customer feedback and core Customer Service performance measurements.
  • Identify opportunities to develop and drive solutions to enable automated tools and applications for self-service.
  • Collaborate with other worldwide CS, business teams, product managers, and technical teams for the execution of strategic projects for Australia.
  • Define, prioritize, and plan the Projects that will need to be implemented, gaining alignment with all appropriate levels within Amazon's Customer Service (CS) and partner teams.
  • Schedule and secure the resources and manage cross-functional teams to deliver to these projects.
  • Monitor the Projects overall progress: anticipating risks, resolving issues, and initiating corrective action as appropriate.
  • Identify and manage stakeholder groups and provide regular operational metrics and business reports to those groups.
  • Act as a knowledgeable resource in CS Operations, sharing best practices in project management.

A Day in the Life

Every day 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 points of view, and most importantly doing this with a smile and positive perspective.

Basic Qualifications

  • 6+ years of program or project management experience.
  • 6+ years of managing stakeholders in cross-functional project experience.
  • 6+ years of owning program strategy, end-to-end delivery, and communicating results to senior leadership experience.
  • Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience.

Preferred Qualifications

  • MBA.
  • Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance, or equivalent quantitative field.
  • Ability to effectively articulate written and verbal points of view with the ability to disagree and commit through collaboration and keeping the larger org vision in perspective.

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.

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