Program Manager, AU CX, CS, AU Customer Experience Team

1 month ago

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

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.
About You

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.

  • Program Manager, AU CX, CS, AU Customer Experience Team

    5 months ago

    North Sydney, Australia Amazon Commercial Services Pty Ltd Full time

    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...

  • Senior Program Manager, AU CX, CS, AU Customer Experience Team

    1 month ago

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

    About the RoleAmazon Australia Commercial Services Pty Ltd 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...

  • Senior Program Manager, AU CX, CS, AU Customer Experience Team

    5 months ago

    North Sydney, Australia Amazon Commercial Services Pty Ltd Full time

    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...

  • Program Manager, Au Cx, Cs, Au Customer Experience

    6 months ago

    Sydney, Australia Amazon Commercial Services Pty Ltd Full time

    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 Our team operates out of our fabulous CBD office conveniently located near transportation. Amazon...

  • Program Manager, AU CX, CS, AU Customer Experience Team, Strategic Leader

    4 weeks ago

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

    About the RoleAmazon Australia Customer Service Team is seeking a highly motivated Program Manager for the Customer Experience (CX) team in Sydney, Australia. As a Program Manager, 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...

  • Program Manager

    1 week ago

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

    Company OverviewAmazon Commercial Services Pty Ltd is a leading provider of customer service solutions, with a strong focus on innovation and excellence. We are seeking a highly motivated and experienced Senior Program Manager to join our Customer Experience (CX) team in Sydney, Australia.About the RoleThe successful candidate will be responsible for leading...

  • Senior Customer Experience Program Lead

    4 weeks ago

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

    About 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...

  • Program Director, Customer Experience Specialist

    2 weeks ago

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

    About Amazon Commercial Services Pty LtdWe are seeking a highly motivated Program Manager to join our 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...

  • Customer Experience Leader

    2 weeks ago

    Sydney, New South Wales, Australia Bed Bath N' Table AU Full time

    About UsBed Bath N' Table AU is an Australian owned family run business that prioritizes delivering exceptional customer experiences. Our passion lies in helping customers create their dream home environment.

  • National Sales Director

    2 weeks ago

    Sydney, New South Wales, Australia SG Fleet AU Full time

    Discover a challenging opportunity to drive growth as a National Sales Director with SG Fleet AU, a leading company in the Australian fleet management industry. This role offers a competitive salary and benefits package.About the Role: As a National Sales Director, you will lead the corporate tool of trade New business team in achieving profitable new...

  • Customer Experience Strategist

    2 weeks ago

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

    As a Senior Program Manager at Amazon Australia Commercial Services Pty Ltd, you will play a key role in driving customer experience excellence. With a competitive salary package of AUD 180,000 per annum, this position offers a unique opportunity to lead new business launches and defect elimination initiatives for the Customer Experience (CX) team in...

  • Customer Experience Leader for Australia

    1 day 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...

  • Senior CX Manager, Amazon Australia

    3 weeks ago

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

    About the RoleAmazon Australia Commercial Services Pty Ltd is seeking a highly skilled Senior Program Manager to lead our Customer Experience (CX) team in Sydney, Australia.The successful candidate will be responsible for managing key aspects of the Customer Service and its lifecycle management, driving people, process, and technology initiatives to optimise...

  • Customer Service Officer

    5 months ago

    Sydney, Australia Tenacity CX Full time

    Job description Tenacity CX are a partner of a leading Australian-based non-bank lender specialising in commercial finance with an exclusive and very rare opportunity to join their collaborative, supportive & high performing CS team. The Customer Service team provides after sales service for customers; the team objective is to provide...

  • Program Director for CX Excellence

    2 weeks ago

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

    Amazon Commercial Services Pty Ltd Job OverviewWe are seeking a highly skilled Program Director to lead our Customer Experience (CX) team in Sydney, Australia. The successful candidate will be responsible for overseeing the launch of new business initiatives, eliminating defects, and improving CX for a portfolio/category of the Australia business from a...

  • Health and Safety Program Manager

    2 days ago

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

    At Amazon Commercial Services Pty Ltd, we're committed to being the most customer-centric company, providing a safe and healthy work environment for our employees, and fostering a culture of excellence. To achieve this, we need talented professionals who share our passion for innovation, collaboration, and exceptional performance.This is an exciting...

  • Enterprise Account Executive

    3 months ago

    Sydney, Australia Probe CX Full time

    **Shape the Future of Customer Experience with Probe CX** At Probe CX, we don't just participate in the industry—we're leading it. As the largest BPO in the Southern Hemisphere, we're on a mission to redefine customer experience through digital innovation. With the BPO/CX sector set to grow by 10% year on year until 2035, there's never been a better time...

  • Customer Experience Transformation Lead

    3 days ago

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

    Job SummaryWe are seeking an experienced Senior Program Manager to lead our Customer Experience (CX) team in Sydney, Australia. As a key member of our Amazon Australia Commercial Services Pty Ltd team, you will be responsible for driving strategic initiatives that enhance the customer experience.About the RoleThis is a diverse and highly visible role...

  • Senior Program Manager, AU Speed, Australia Stores

    6 months ago

    North Sydney, Australia Amazon Commercial Services Pty Ltd Full time

    Amazon Australia's Stores team is looking for a Senior Program Manager to lead the overall Speed vision and performance of the business. This role is a critical role and focused on one of our highest priority areas, where our mission is to change the weekly shopping habits of Australians. If you’re inspired by setting new performance standards, working...

  • Analyst & Survey Programmer - Cx & Voc Insights

    7 months ago

    Sydney, Australia Resources Group AU Full time

    This global CX & Insights Consultancy bridges the gap between technology and research. Their cutting-edge dashboards allow them to capture real-time customer experience data at every touchpoint and channel of a consumer's journey, in real-time. Allowing them to deliver actionable, in-the-moment, data-driven solutions that improve CX, ROI and growth for ASX...