Program Manager, Customer Service - Voice of Customer

Seattle, WA, United States

DESCRIPTION

Worldwide Defect Elimination (WWDE) is an organization within Amazon Customer Service (CS) that innovates with technology to remove friction in connecting organizations to customer experiences. Our vision is to be the ultimate steward representing the "empty chair," empowering CS and Amazon teams to easily measure, listen, and act on customer feedback, ultimately provide defect-free customer experience. This key role is part of the team that broadly supports the defect detection (Voice of Customer or VoC), root cause identification and resolving (Andon Cord), to re-gain customer trust (Concession). We support these services with a combination of engineering build platforms, science which built out machine learning and modeling function to trigger resolving automation, analytics which use to measure the result and efficiency systematically, DSI determination to deepen our understanding of the full customer experience and economic impact of defects, and program piece to maintain and optimize defect elimination process for efficiency improvement purpose.

In response to the increasing demands of our organization in Voice of the Customer (VoC) domain, we are looking for a passionate and seasoned Program Manager to oversee the Voice of the VoC Training and User Management projects. If you are passionate about driving customer experience initiatives and have a wealth of experience in training and user management program, this role is tailor-made for you.

This role will focus on VoC tool training program and user community management program.

Your primary responsibility will be the owner of VoC training programs, to assess training needs, design effective programs, and oversee their successful execution. You will collaborate with cross-functional teams to ensure training initiatives align with organizational goals and contribute to the VoC capability and skill professional growth of our stakeholder teams. You will also work as VoC tool user community management lead, fostering and maintaining relationships, facilitating communication and work with cross-functional teams to provide required support.

We expect this role gathers and transforms anecdotes, escalations to be used as a conversation that inspires the user obsession for VoC Team.

Key job responsibilities

Responsibility

Training Program

1. Conduct thorough assessments of organizational training needs.

2. Collaborate with department heads and stakeholders to identify skill gaps and areas for improvement.

3. Develop strategies to address identified training needs

4. Design and work with team develop training programs, materials, and resources

5. Coordinate logistics, schedules, and resources for training sessions; collaborate with subject matter experts to deliver training effectively.

6. Oversee the rollout and implementation of training initiatives

7. Establish evaluation metrics to assess the effectiveness of training programs; analyze data to continuously improve and enhance training initiatives

User Community Program

1. Facilitate regular communication within the community through various channels (Slack channel,newsletters, etc.)

2. Plan and organize community events, webinars, and meet-ups to encourage interaction

3. Act as a liaison between the user community and internal teams, collecting feedback and insights; collaborate with product and development teams to address user concerns and communicate updates

4. Establish key performance indicators (KPIs) to measure the success and health of the community; analyze community data to derive insights and guide future initiatives

A day in the life

Amazon offers a full range of benefits for 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 such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply!

We are open to hiring candidates to work out of one of the following locations:

Seattle, WA, USA

BASIC QUALIFICATIONS

* 3+ years of program or project management experience* 3+ years of defining and implementing process improvement initiatives using data and metrics experience* Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL* Experience using data and metrics to determine and drive improvements* Experience working cross functionally with tech and non-tech teams

PREFERRED QUALIFICATIONS

* 3+ years of driving end to end delivery, and communicating results to senior leadership experience* 3+ years of driving process improvements experience* Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization* Experience building processes, project management, and schedules

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $59,300/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.

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