Program Manager, AU CX, CS, AU Customer Experience Team
6 days ago
Amazon Australia is seeking a highly motivated Program Manager to lead the Customer Experience (CX) team in Sydney. 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.
Key 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.
We are looking for a highly motivated and experienced Program Manager to join our team. The ideal candidate will have 3+ years of program or project management experience, 3+ years of working cross functionally with tech and non-tech teams experience, and 3+ years of defining and implementing process improvement initiatives using data and metrics experience.
The successful candidate will be able to balance speed with execution and take tough decisions. They will be able to reflect on what could be done better, be vocal and participative in meetings and share point of views, and do this with a smile and positive perspective.
We offer 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.
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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North Sydney Council, Australia Amazon Commercial Services Pty Ltd Full timeAbout the RoleAmazon Australia is seeking a highly motivated Program Manager to lead the Customer Experience (CX) team in Sydney. 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.Key...
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North Sydney Council, Australia Amazon Commercial Services Pty Ltd Full timeAbout the RoleWe are seeking a highly motivated and experienced Senior Program Manager to join our Customer Experience (CX) team in Sydney, Australia. As a key member of our team, you 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...
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North Sydney Council, Australia Amazon Commercial Services Pty Ltd Full timeAbout the RoleAmazon 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...
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North Sydney Council, Australia Amazon Commercial Services Pty Ltd Full timeAbout the RoleAmazon Australia is seeking a highly motivated and experienced Senior Program Manager to lead the Customer Experience (CX) team in Sydney. 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...
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North Sydney Council, Australia Amazon Commercial Services Pty Ltd Full timeAbout the RoleAmazon Australia is seeking a highly motivated and experienced Senior Program Manager to lead the Customer Experience (CX) team in Sydney. 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...
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North Sydney Council, Australia Amazon Commercial Services Pty Ltd Full timeAbout the RoleAmazon Australia is seeking a highly motivated and experienced Senior Program Manager to lead the Customer Experience (CX) team in Sydney. 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...
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North Sydney Council, Australia Amazon Commercial Services Pty Ltd Full timeAbout the RoleAmazon Australia is seeking a highly motivated and experienced Senior Program Manager to lead the Customer Experience (CX) team in Sydney. 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...
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North Sydney Council, Australia Amazon Commercial Services Pty Ltd Full timeAbout the RoleAmazon Australia is seeking a highly motivated and experienced Senior Program Manager to lead the Customer Experience (CX) team in Sydney. 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...
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North Sydney, Australia Amazon Commercial Services Pty Ltd Full timeAmazon 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...
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