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

1 week ago


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

Amazon 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 perspective.

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.
Requirements
  • 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
About Amazon

Amazon is committed to being a diverse and inclusive workplace. We are an equal opportunities employer and welcome applications from all qualified candidates.



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