Customer Experience program manager, Customer Service, Customer Experience Improvments

Amazon’s Customer Service (CS) department is seeking an experienced Customer Experience Program Manager (m/f) to join the team.

This position requires fluency in Flemish (or Dutch) and English. French is a plus.

Amazon strives to be the world’s most customer centric company. Thus, Amazon Customer Service (CS) is looking for a Program Manager who will be responsible for driving a highly visible, Customer Service programs that will directly impact the Belgium customer experience (CX). You must be an experienced Program Manager who has owned and delivered complex projects within the Customer Service sector. You will be comfortable in a fast-paced multi-tasked environment, with the ability to define, design and drive the CS projects’ road map.

As an expert collaborator team player you will be comfortable to negotiate with key business partners and teams across the EU to gain alignment on program vision, project selection, and ultimately manage all aspects of the program’s execution. You will also need to be used to communicate at an executive level.

Key job responsibilities
The objective of the role is to contribute from a CS stand point to build a best-in-class delivery experience, customer experience, as well as post-delivery experience, with the lowest level of friction possible for customers buying from Belgium.

• Interact with cross-disciplinary and cross functional teams within CS (Operations, Quality and Content teams) and outside of CS (Retail, Marketing and Prime, Transportation) to design, review the standard operational procedures, processes and technical requirements, and identify CX improvements.
• Monitor overall progress implementation: anticipating risks, resolving issues and initiating corrective action as appropriate.
• Define, prioritize and deliver the implementation of identified opportunities (meaningful experiences) while monitoring delivery to the appropriate levels of quality.
• Secure and Schedule the required resources and manage them over cross functional teams to deliver to these projects.
• Report out to stakeholders on a regular basis and in case of outliers.
• End to end responsibility for the program’s execution and success.
• Dive deep in our poor customer experiences, leveraging Voice of Customers (VoC) mechanisms and drive changes on their behalf across Amazon, or leverage best in class experiences to apply best practices on other processes.

BASIC QUALIFICATIONS

• Business proficiency in English and Flemish (Dutch is accepted), able to communicate with all levels in the organization (technical, business, executive).
• Previous Program Management experience.
• Experience in process improvement and implementing change at different levels within an organization.

PREFERRED QUALIFICATIONS

• French language proficiency is a plus
• Customer Service or Outsource Service environment background.
• Good understanding of Belgium market
• Should have a proven track record in the delivery of large scale complex cross-functional projects preferred in an optimization environment.

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