Description

The Amazon Autos Customer Experience Sr PgM will define how we care for our customers as they make one of the largest purchases of their lifetime.

We are looking for a Customer obsessed and data driven thought leader to own our concessions strategy and implementation.

This individual will drive innovation with direct Customer impact – this could include creating troubleshooting paths across diverse stakeholder sets, building mechanisms that leverage contacts and escalations to inform Product strategy, and writing the policies which guide our CS population to improve the Customer experience. They will work closely with multiple partners across our product and partner teams, service partners and Customer Service operational teams.

The ideal candidate will be highly confident with data with an analytical mindset. They will deep dive into new and complex problems to identify root causes and partner on corrective actions. They will be comfortable in a fast-moving environment, and confidently able to shift gears from driving process changes and tech product improvements to optimizing multiple systems. They will be Customer-obsessed and able to combine Customer anecdotes with data to drive the right improvements. They should have strong influencing skills, able to drive large scale changes across multiple teams and engaging leaders at all levels.

Key job responsibilities

We're a small team, so expect to wear many hats in our fast-paced launch environment!

Your initial task will be to stand up our Concessions framework. You will work closely with Dealer Account Management, Dealer Operations, CS Tech, and CS Operations to define and align on the right policies, create escalation paths, and implement the tools to support the vision. You will propose program KPIs, create controllership mechanisms to ensure policy compliance, and provide regular reporting against goals.

In parallel, you will develop an Escalations program to drive the investigation of customer- and dealer-impacting issues, work with partner teams to identify the root cause defects and corrective actions, and manage those to completion.

About the team

Amazon Autos is building a new customer experience which enables shopper to complete their entire vehicle discovery and purchase journey in Amazon’s online store, providing better convenience and selection than the traditional car shopping process.

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

Arlington, VA, USA | New York, NY, USA | Seattle, WA, USA

Basic Qualifications

• 5+ years of program or project management experience

• Experience using data and metrics to determine and drive improvements

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

Preferred Qualifications

• 2+ years of driving process improvements experience

• Master's degree, or MBA in management, business administration, economics, engineering, marketing

• 5+ years in Customer Service in a Program Manager capacity

• Experience in incubating or launching new strategic programs

• Excellent written, verbal, and presentation skills

• A relentlessly high bar for our Customers' Experience

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 $92,500/year in our lowest geographic market up to $185,000/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.