Se Cx Program Manager, Customer Service

il y a 1 mois


Luxembourg Amazon Europe Core Sarl - D40 Temps plein

Proven experience managing cross-functional roles, including external and internal stakeholders.
- Excellent communication skills and analytical capabilities, ability to simplify complex topics for broad audiences.
- Customer Experience Evangelist and role model on Customer Obsession.

Sweden (SE) Customer Experience & Insights team is looking for a Customer Experience (CX) Program Manager to support the continuous improvement of the end to end shopping experience for Swedish customers.
Working collaboratively with multiple teams such as the Retail Prime and Marketing, Payments, Selection, Pricing who are responsible for Amazon’s Flywheel. The Customer Experience Program Manager will deeply understand Swedish customer pain points and represent the Voice of the Customer (VoC) in leadership forums. They will then work on continuous improvement projects with those teams to drive solutions that enhance the customer journey.
Key job responsibilities
Responsibilities will include providing in-depth analysis, conducting root cause investigations, and driving customer-centric improvements to the overall CX which span from the account creation process to placing an order on Amazon, subscribing for a Prime membership or benefiting from a promotion. The PM will compile and analyze data across these important customer touchpoints across the Swedish market to identify processes that can be optimized to reduce customer effort and need to contact Amazon Customer Service measured through our core metric Contacts per Units Shipped (CPU).
- Project Management frameworks understanding and tools.
- Amazon Narrative writing and familiarity with metrics reporting.
- Work experience in Customer Service operations and understanding of its internal metrics.



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