Program Director, Customer Experience Specialist

2 weeks ago

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

About Amazon Commercial Services Pty Ltd

We 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 perspective.

This is a diverse and highly visible role requiring a strong aptitude for building partnerships through trust and influencing 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 customers with business partners and managing 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:

  • 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-driven deep dives to identify defect elimination opportunities and influence partner teams with competing priorities to implement projects building trade-offs between cost and impact.
  • Lead Contact Reduction Charter for assigned portfolios and deliver assigned defect elimination targets for the year.
  • Understand best practices from other regions and bring a WW Customer Service perspective on key topics, ensuring market fit for an emerging store like AU.
  • Contribute to Operate Planning cycles by defining long-term priorities for the program, working with business teams, and forecasting partner requirements.
  • Lead Voice of Customer sessions to drive attention to outlier/egregious CXs, analyze social media sentiments, and present findings to senior leaders to drive actions and influence priorities.
  • Develop clear and concise documents expressing complex concepts in a logical manner and effectively communicate decisions to leaders across various areas.
  • Represent Customer Service at business reviews, sharing key metrics and communicating effectively, both verbally and in writing.

A Day in the Life:

You will work alongside other program managers, participate in weekly business reviews, and engage in defined team mechanisms. Balancing speed with execution and taking tough decisions will be essential. Focus on reflecting what could be done better, being vocal and participative in meetings, sharing perspectives, and maintaining a positive attitude.

BASIC QUALIFICATIONS

  • 3+ years of program or project management experience.
  • 3+ years of cross-functional experience working with tech and non-tech teams.
  • 3+ years of experience defining and implementing process improvement initiatives using data and metrics.
  • Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience.

PREFERRED QUALIFICATIONS

  • 3+ years of driving end-to-end delivery and communicating results to senior leadership.
  • 3+ years of driving process improvements.
  • Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization.
  • Experience building processes, project management, and schedules.

About Us:

In the spirit of reconciliation, we acknowledge the Traditional Custodians of country throughout Australia and their connections to land, sea, and community. We pay respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

Estimated Salary: AUD $140,000 - $180,000 per annum, depending on experience

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