Amazon ? Customer Experience Ambassador, CXA program ? USA

Job title: Customer Experience Ambassador, CXA program

Company: Amazon

Job description: DESCRIPTION

Job summary

Are you passionate about helping Customers have the best shopping experience possible? Do you want to work on a high-impact program engaging directly with Selling Partners to improve the shopping experience? The Customer Experience Ambassador team is seeking a CX Ambassador to drive Seller engagements to improve the shopping experience for our Customers.

Our team goals include ensuring that our largest and most strategic Sellers on the Store meet our high standards for customer shopping experience on Amazon - that customers can always find from these Sellers great selection at low prices with fast shipping. You will collaborate with other account managers in our team and in partner teams to innovate, improve, learn, and grow for the benefit of both our Sellers and Amazon's millions of customers.

In this role, you will work closely with large Selling Partners and coach them on strategies for achieving the best possible shopping experience for our Customers. You will use data to measure the customer experience offered by these Selling Partners, look for opportunities to improve the shopping experience, and coach Selling Partners on achieving the best possible customer experience. Your personal engagement style and analytical skills are key to influencing Sellers to improve their performance.

The ideal candidate for this role should possess strong account management skills, manage SOPs in a fast paced and ambiguous work environment and actively participate in contributing to continuous improvement initiatives. The ideal candidate enjoys getting the root of complex problems, thrives in ambiguous environment where they have to invent new ways of doing things, and is comfortable working across the organization to find answers to Seller pain points. Above all, they should demonstrate a high level of ownership as they would be a key point-of-contact for Selling Partners. We are looking for someone with relentlessly high standards who operates as a business owner, staying focused on the key levers to achieve results. They have a passion for innovating and solving complex problems, often with little direction, and driving organizational impact through influential leadership.

If you are interested in providing Amazon Customers with the best possible shopping experience, then we're interested in talking to you!

Key job responsibilities
? Develop Seller engagement strategy and influence Sellers to improve their performance across the key customer experience metrics that we track.
? Develop deep subject matter expertise in the key customer experience pillars that we focus on (selection, value, and convenience).
? Serve as the primary point of contact and as the internal advocate for Seller issues relating to the key elements of the flywheel (selection, value, and convenience).
? Develop and deliver reports to Sellers specific to their performance.
? Liaise closely with partner team account managers on how best to support Sellers engaged in multiple programs.
? Educate Sellers on tools, policies, processes, and relevant opportunities through Amazon programs and products.
? Engage multiple stakeholders to problem solve, surface defects, extract and analyze data, and drive continuous improvement for your Sellers and the organization
? Identify, solve, and scale process improvements across the team and broader organization
? Manage challenging account goals, problems, and projects
? Identify a way forward in ambiguous contexts that stays true to our goals of improving the customer shopping experience

BASIC QUALIFICATIONS
? 4+ years professional experience with a focus in relationship management
? Strong organizational skills including prioritizing, scheduling, time management, and meeting deadlines
? Strong analytic skills and expertise in Excel
? Demonstrated ability in learning tools and processes, effectively utilizing them for coaching purposes
? Strong written and verbal communication skills. Proficiency in composing concise, accurate and appropriately targeted responses
? Strong attention to detail and excellent problem solving skills.

PREFERRED QUALIFICATIONS
? 5+ years' experience in account management or customer service delivery
? E-Commerce experience preferred
? Effectively manage multiple projects and priorities in a fast-paced, deadline-driven environment.

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: USA

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