Amazon.com Services LLC Looking For EXnA Sr. Program Manager, Shipping and Delivery Support at Remote Full Time

5+ years of experience in program or project management

Experience using data and metrics to drive improvements

Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Bachelor’s degree (or equivalent working experience) with 6+ years working experience in a related field – business management, customer service, transportation/logistics, etc.

5+ years experience managing projects involving cross functional teams, building sustainable processes, and inspecting results for continuous improvement opportunities

5+ years experience defining program requirements and using data and metrics to determine improvements

Experience owning a data driven program that influences partner teams to improve the customer experience

Demonstrated ability to deliver both strategic and tactical results across diverse cultures from inception to completion

Job summary

Amazon’s expanding Logistics products and services (e.g. Amazon Logistics, Global Specialty Fulfillment, and Amazon Delivery Technology) are creating new customer segments, including drivers, recipients, shippers, property managers, global sellers and storage owners. Shipping & Delivery Support (SDS) is a customer service organization dedicated to create world class support for these new customer segments. To achieve our mission SDS is seeking an Experience and Advocacy (EXnA) Sr Program Manager to build best in class customer service for a new and rapidly expanding group of Amazon customers!

In this role, you will have the opportunity to develop and deliver a best-in-class program featuring a closed loop approach for identifying customer issues, analyzing and researching feedback and generating actionable insights to drive changes with SDS and our upstream stakeholder teams globally. These insights shape and prioritize product roadmaps, and customer service efforts, and optimize the support experience globally.

You will have access to a team of business analysts but you will establishing a variety of EXnA mechanisms and tools to facilitate your work, have a background in research and a passion for understanding customer feedback and needs, and be a strong voice in our business as an advocate for our customers.

In this role, you will:
Coordinate and lead medium to high complexity EXnA requests, projects or ongoing initiatives to uncover customer insights designed to improve customer experiences, delivery success, and SDS operations processes.

Use a variety of tools to ingest and analyze customer data such as Speech Analytics, Heartbeat, Tableau, and primary research (working in partnership with SDS business intelligence team).

Work closely with Product Managers and Business Intelligence Engineers to identify business goals, establish project scope, KPI’s and provide thought leadership and actionable recommendations for improvements.

Structure results and recommendations that deliver unique insights and create compelling cases for change. Strive to bring VOC to life in a positive way that effectively illustrates the emotional experiences of consumers.

Provide regular project updates to Stakeholders and create mechanisms for tracking and reporting performance.

Advanced degree (MS, MA, MBA)

Knowledge of and experience with speech analytic tools or other VOC methods, such as primary research and Net Promoter Score

Ability to develop speech analytics tool queries and apply analysis techniques. Develop a deep understanding of customer needs through research (this could take various forms – surveys, customer interviews, focus groups, etc.)

For employees based in Colorado, this position starts at $115,600 annually. A sign-on bonus and restricted stock units may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered.

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.