Amazon ? Senior Manager Customer Service Customer Advocacy ? Seattle, WA

Job title: Senior Manager Customer Service Customer Advocacy

Company: Amazon...

Job description: DESCRIPTION

The Senior Manager Customer Service Customer Advocacy (CSCA) leads a global organization which owns several products designed to align customer problems and experiences with the right owners and drive root cause resolution utilizing complete mechanisms. The leader is the single-threaded owner (STO) of worldwide the Executive Customer Relations (ECR) program, drives the strategic direction for the channel, and owns the roadmap. This includes new market launch readiness, new and existing content updates, program management and operational excellence for ECR support globally. The leader owns customer experience (CX) ranging from customer facing resolution of CEO addressed contacts, to defining and resolving CS and business processes across Amazon's Consumer platforms. This also includes being the STO of the Executive Inquiry Leader (EIL) team within ECR which handles situations where our executives request an in-depth written document complete with action items identified for resolution both within and outside of CS. Working with teams across the organization to do the end-to-end root cause analysis, the leader challenges good-intentions and drives accountability to fix root-cause misses or design new processes when our current state is not sufficient, facilitating a better CX. Goals that drive this role include WWCS consumer EIL service level and quality targets for summaries, along with a suite of standardization targets ranging from recruiting, training and content development/standard operation procedures (SOPs) to job codes and customer data security standards for ECR and voice of customer (VOC) teams.

The leader directs several teams through a variety of mechanisms to identify opportunities and engage business owners which start with a direct customer anecdote or problem identified through customer interaction. In addition to the VOC, all of CSCA's products use combinations of both quantitative data analysis and qualitative information to provide deeper insight into the customer journey and potential business impact beyond individual customer pain points.

The leader is overall responsible for the teams that create strategy and lead programs designed to detect root cause customer experience issues found in escalations and general customer feedback, incorporates research and analytics, then surfaces them in a consumable way to root-cause owning leaders for systemic solutions. The role is responsible for defining and delivering important solutions with broad cross-organizational and business impact. The work focuses on efforts that solve significantly complex or persistent problems. The role is trusted to operate with complete independence and is often assigned to focus on areas where the strategy or problems have not yet been defined, driving discussion proactively among director and VP business leaders on complex or disruptive solutions. The role also manages senior leader stakeholders across the organization toward shared goals, aligning teams toward coherent strategies and effective business approaches. The role represents, verbally and in writing, complex decisions, tough trade-offs, and potential solutions clearly to leaders to help them understand the decisions they have to make and what options they have. Cross-functional communications are created as necessary to ensure all stakeholders are informed and needs are aligned.

The leader leads the WWCS Anecdotes Program which uses storytelling principles to leverage and enhance a leadership culture that is eager to improve the customer experience. The leader of this program handles significantly complex problems, efforts, decisions, and escalations stemming from customer feedback and anecdotes. This role mitigates complexity risks through creating and managing mechanisms that deconstruct data and anecdotes trends into appropriate simplicity. Results are measured through adoption at scale of anecdotes mechanisms across the business and measuring anecdotes actioned/resolved over anecdotes surfaced. Impacts are measured through Downstream Impact of customer behavior (DSI) validated through finance teams. In this role the leader makes trade-offs, opportunity versus resources versus sustainability, through program and product leadership and directly with senior level stakeholders. The leader owns the strategy for creating a scalable technology that identifies important moments to our customers that are not easily seen in the data alone. The leader creates a vision, strategy, and capabilities for both human and machine (automated) resources, creating tools and methodologies to make both successful. This role requires collaboration and product development and planning with CS Finance, WWDE Data Scientists to fund and prioritize technology/automation enhancements.

Key job responsibilities
? Development and leadership of a team of up to 200 employees with 6+ direct reports
? Management of a dynamic and complex caseload, ensuring flexibility and appropriate prioritization at all times
? Communicating clearly with key stakeholders up to SVP level on issues impacting the customer experience and owning the execution of proactive communications and remedial actions to mitigate against customer-impacting issues
? Working backwards to anticipate the customer reaction to business initiatives, often in ambiguous circumstances, in order to launch defect-free features and ensure CS operations have all necessary information to manage customer contacts
? Providing quantitative and qualitative information to business teams in order to drive process/policy change initiatives and root-cause resolution of customer pain-points by engaging with the relevant senior stakeholders through weekly, monthly and quarterly business reviews
? Problem solving with strong analytical and EI skills
? Building and maintaining strong internal relationships across CS and with multiple business teams
? Communicating and presenting to a senior audience, representing the voice of the customer to ensure appropriate escalation of customer-impacting defects
BASIC QUALIFICATIONS
? Bachelor's Degree in Business Management related degree required.
? 10+ years experience in roles that required data analysis, program management, creative problem solving and cross-functional collaboration
? 10+ years experience leading leaders across varying disciplines including program, product, and analytics roles.
? 10+ years experience using Voice of the Customer analysis to drive improvements through the application of Lean and/or Six Sigma tools and concepts
? Global Stakeholder Management Experience across Americas, EU and Asia Pacific regions
? People management experience; leading multifunctional groups/teams
PREFERRED QUALIFICATIONS
? Advanced degree (technical or MBA)
? Six Sigma Master Black Belt or Lean Certification
? Experience of remote management across multiple locations
? Experience in customer service operations
? Working knowledge of SQL and statistical concepts
? Ability to converse with technology teams to bridge the language gap between business and tech
? Proven track record of delivering large scale, complex and cross functional projects and programs.
? Experience communicating and presenting to senior leaders with exceptional ability to influence without authority
? Demonstrated ability to assess trade-offs and have the right instinct where data-based decision is not possible
? Ability to identify areas for process optimization, process redesign, and waste reduction and lead from identification to execution.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Expected salary:

Location: Seattle, WA

Apply for the job now!

Apply Job!