Senior Program Manager, Executive Customer Relations Specialist

7 days ago


Nashville, Tennessee, United States Amazon Full time
About the Role

Amazon's Digital, Device and Alexa Support (D2AS) organization is seeking a highly skilled Program Manager to join the D2AS Executive Customer Relations (ECR) team. The ECR team works closely with senior leaders to resolve complex customer problems, restore trust, and prevent similar issues from reoccurring.

Key Responsibilities
  • Identify trends, themes, and insights through manual review and research of large data sets
  • Scale existing programs to expand coverage of services or programs to additional international locations
  • Work on large-scale cross-functional projects and process improvement initiatives, including project scoping from escalations
  • Partner with developers, engineers, and business teams to build project proposals for process improvement initiatives and improve digital services and devices
  • Support Device Safety & Compliance and Offensive Content and Privacy Programs by creating mechanisms to improve customer and associate experience
  • Contribute to the development and/or improvement of new tools to enhance customer experience and reduce escalations
About the Team

The D2AS ECR team is responsible for maintaining trust and engagement with customers who have escalated issues with their Amazon devices and digital services. Our specialists are highly trained and knowledgeable, serving as experts in improving customer trust and delighting customers with personalized experiences.

Requirements
  • 5+ years of program or project management experience
  • Experience using data and metrics to determine and drive improvements
  • Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership
  • Bachelor's degree
Preferred Qualifications
  • 2+ years of driving process improvements experience
  • Master's degree or MBA in business, operations, human resources, adult education, organizational development, instructional design, or related field
What We Offer

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status.



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