Program Manager, Customer Experience DE , DE CX & VOC bei Amazon CS Berlin GmbH

Amazon CS Berlin GmbH

• Experience in program or project management
• Degree or relevant experience in business, operations or customer service
• Fluent English and German
• Proficiency with Excel for effective data analysis
• SQL knowledge to be able to self serve data needs

Work hard. Have fun. Make history.
Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon will continue to enable people to discover new worlds and implement innovation. This is your chance to make history.

Amazon is looking for a Program Manager Customer Experience DE to join the Customer Service Support team in Amazon Customer Service in Berlin or Munich.

As the Program Manager Customer Experience DE you will be responsible for:

• Initiate and maintain communication bridges between DE Customer Service (CS) and DE Retail as well as other Amazon teams (i.e. QA, EU CS Colleagues, etc.)
• Identify customer pain points, define a roadmap and drive projects to improve the customer experience and key metrics
• Create appropriate tools (i.e. project status reports, dashboards) to measure the progress against the goals and update stakeholders
• Identify and challenge any negative effects on the customer experience prior to new launches, promotions and initiatives
• Proactively manage critical customer impacting issues as they come up in a troubleshooting mode
• Provide analysis, write-ups and regular reporting of customer impacting issues
• Keep management informed of changes in and outside CS that have impact on the customer experience

Key job responsibilities
Severely disabled applicants with the same qualifications will be given preference. As soon as the application of a severely disabled person is received, the representative body for severely disabled persons at the location is automatically involved in the application process by the recruiter in accordance with section 164 (1) sentence 6 of the German Social Code IX (SGB IX) and, as far as possible, is present at the interviews. Unless the severely disabled applicant rejects this (Section 164 (1) sentence 10 SGB IX). § Section 178 (2) SGB IX remains unaffected by this.

About the team
The DE CS Customer Experience (CX) team works to create the most customer-centric experience possible across products, processes, systems for the DE Amazon Fulfillment Network. We use customer feedback, customer data, and metrics to identify current customer problems with the intent of eliminating them. Our role is to advocate for customers by providing compelling business cases, making actionable recommendations, and collaborating with teams across Amazon to implement changes. We are successful when we help our internal partners become more aware of their customers and create self-sufficient resources to measure and improve their ongoing impact on the customer experience."

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

Berlin, BE, DEU | Munich, BY, DEU

• Knowledge of Lean principles and DMAIC methodology
• Experience in requirement gathering and ability to write clear and detailed requirement document
• Experience in a customer service organization, ideally within Amazon
• Proficient in using different data analytics tools, including Excel, SQL, Quicksight, Python

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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