Sr. Customer Experience Manager, Customer Service

  • Company:
    Amazon
  • Salary:
    negotiable / monthly
  • Job type:
    Full-Time
  • Posted:
    16 hours ago
  • Category:
    Customer Service

Are you interested in creating and driving the vision for a platform from the ground up to support integration and data flow between hundreds of services? Are you seeking an environment where you can drive innovation? Do you have a passion for ensuring a positive customer experience? If you are up for these challenges, come join us. WW Operations Amazon Customer Excellence Systems benchmark team owns creating worldwide benchmark standards. The standards define a pace of fulfillment process from receiving a customer order to the last mile delivery. Our mission is reducing worldwide variations in end-to-end fulfillment processes to standardize service level to all customers across geographies. Reduced variations and higher predictability in processes also result in opportunities to optimize costs. Our controlling annual worldwide costs are equivalent $85B. First step to determining benchmark standards requires standardizing labor tracking. We then use big data and statistical regressions to neutralize the different local environmental factors to arrive at apple-to-apple like comparison. We collaborate with operations leadership and various technology teams to create standards and audit metrics. In addition, we provide insights on the key opportunities found against benchmark using those metrics. As our team and supporting organizations scale, we are working with the Operations Amazon Fulfillment Technology group to develop a software where we will migrate the existing Sql-based data structure. The platform will also host user inquiries that are tracked in SIM / TT today. This new platform is planned to integrate with the FCLM and other AFT and HR technology tools, and will similarly integrate with Sort Center and AMZLs. We are seeking a technical leader to design and develop a brand-new integration platform to interchange data and serve as an abstraction for all labor benchmark data. This also aims to provide low code interface for non-technical operations users. We are looking for a results-oriented, but strategic Product Manager who can help us create the next generation of a distributed integration platform that support Amazon’s current and future business needs. Our mission is to platformize integration solutions that optimize the scale, speed, and accuracy of benchmark data flow. The ideal candidate will identify and prioritize the largest opportunities. You will manage the multi-team development and operational rollout of projects in collaboration with partner teams across the company. You will provide post-launch impact assessment, also create and manage new efficiency opportunities from ideation to launch. You will advocate best practices across the company enabling new applications and services to be built in an increasingly more cost effective manner. You will also define and provide access to training and best practices to development teams so that they can take full advantage of all program deliverables. Your work will influence the operation of hundreds of teams and thousands of services. Our ideal candidate will have a strong PMT background, with demonstrated experience leading large cross-organizational software development projects, and will have a well-rounded technical background in current web and micro-service technologies. You must be able to thrive and succeed in an entrepreneurial environment and not be hindered by ambiguity or competing priorities. This means you are not only able to develop and drive high-level strategic initiatives, but can also roll up your sleeves, dig in, and help drive change. As a PMT, you will anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance business needs versus technical constraints.