Program Manager – Customer Experience - Cape Town City Centre
Amazon Development Centre Limited - A78
Amazon's mission is to be earth's most customer-centric company. We work towards a single goal: to ensure the best experience for our customers. To achieve this, South Africa Customer Service (CS) is looking for a highly skilled and motivated Program Manager who will work across the customer lifecycle to analyze, identify and deliver process, policy or technology improvement opportunities that eliminate defects and reduce customer effort. The Program Manager will be a key member of the South Africa CS team. A successful candidate will combine a strategic mindset with an exceptional analytical ability to drive cross-functional change using bar raising stakeholder management, judgment and program management skills. The Program Manager will partner with Business, Product and CS Operations teams to own and deliver defect detection and elimination programs for both customer and CS associates. The scope of the role includes championing a culture of Customer Obsession across South Africa business teams, through developing and driving Voice of the Customer (VoC) program. The role is expected to challenge any threats to customer experience, advocate on behalf of the customer, and communicate any risks to CS Operations in a timely manner. Key job responsibilities - Designs, delivers and owns mechanisms to surface and address defects on a continuous basis, in partnership with other teams. - Delivers improvements to increase detection and efficacy of defect escalation mechanisms within CS Operations. - Designs, delivers and improves CS processes to ensure adherence to CS policy. Creates scalable audit mechanisms to ensure long-term benefit and adoption. - Partners with product and business teams to deep dive in the root cause of anomalies and unfavorable trends, and drives resolution of issues to closure. - Champion a culture of customer obsession developing and driving VoC. - Creates reports and metrics to prepare inputs to weekly, monthly and quarterly business reviews with senior leadership. - Actively build relationships across Amazon teams to deliver on your roadmap. Partner with program/product managers, category teams, finance, legal, operations to deliver on your roadmap. - Champion a culture of customer obsession developing and driving VoC. - Own the execution of the CS CX roadmap and timely delivery of projects therein. We are open to hiring candidates to work out of one of the following locations: Cape Town, ZAF
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