Customer Experience Leader for Australia

2 days ago

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

Amazon Commercial Services Pty Ltd is seeking a highly motivated Senior Program Manager to lead new business launches and improve Customer Experience (CX) 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 role requires a strong aptitude for building partnerships through trust, influencing a wide range of stakeholders at every level of the business, and establishing oneself as a subject matter expert in a fast-moving environment.

The ideal candidate will have 6+ years of program or project management experience, with a proven track record of owning program strategy, end-to-end delivery, and communicating results to senior leadership. They will also have expertise in stakeholder management, cross-functional collaboration, and project execution.

This role offers a competitive remuneration package, including participation in the company stock plan, subsidized private health insurance, superannuation, and paid parental leave options. The salary for this position is estimated to be around $140,000 - $160,000 per year, based on industry standards and location.

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.
  • Detect and address operational issues, ensuring seamless execution of projects and programs.
  • Collaborate with other worldwide CS, business teams, product managers, and technical teams for the execution of strategic projects for Australia.
  • Define, prioritize, and plan projects that will need to be implemented, gaining alignment with all appropriate levels within Amazon's Customer Service (CS) and partner teams.

A Day in the Life:

This role involves working alongside other program and senior program managers, participating in regular meetings, and taking tough decisions. The successful candidate will need to balance speed with execution, reflect on what can be done better, and communicate effectively with stakeholders.

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

PREFERRED QUALIFICATIONS:

  • MBA
  • Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance, or equivalent quantitative field

At Amazon, we acknowledge the Traditional Custodians of country throughout Australia and pay our respect to their elders past and present. We are an equal opportunities employer and welcome applications from diverse candidates.

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