Customer experience program manager for JP retail support
1 month ago(2018-05-17 11:03)
AmazonJoyo Co., Ltd.
Job Description Every Amazon employee is focused on improving the customer experience for our millions of customers. you’ll be responsible for reducing customer defects primarily by thoroughly understanding the types of customer contacts to Customer Service and determining root cause drivers. You’ll then define and communicate a roadmap of opportunities and initiatives to address these root causes. You’ll be expected to act quickly, to take ownership of the solution, and to dive deep to get the improvement in place. Presenting the results to senior leaders and considering how to extend the knowledge you’ve gained to other teams will be required. The ideal candidate is highly analytical, curious, able to identify and tell a story with data, and a self-starter who is a fast learner. You will be obsessed with creating and delivering projects that truly impact the customers’ entire shopping experience, delivery experience and return experience. You should have experiences in creating business requirements and driving improvements. You must have a proven ability to multi-task, prioritize, and thrive in an ambiguous and fast-paced environment.
Basic Qualifications · 5+ years in service, operation, project management or process improvement. · Bachelor’s degree in technology, business, or analytic engineering or related field. · Rich experience to handle customer or operation issues and provide the appropriate solution. · Be a good story teller to translate customer needs into business and product requirements with solid and proven data support. · Demonstrate ability to drive multiple projects across functional teams worldwide, such as business, marketing, legal, technology and etc. · Proven ability to handle multiple competing priorities, and ability to adapt in a flexible and fast-paced environment. · Willing to challenge himself to raise the higher quality bar, but also have capability to balance and prioritize, provide the deliverables within schedule with good quality. · Willing to go to details, but also have strategy thinking. · Strong communication and presentation skills. · Good spoken and written English skills.
Preferred Qualifications · Experience with extracting and analyzing large data sets that cross multiple dimensions. · Has a sense of “Think Big”. · SQL skills desired. · Advanced skills with Excel desired. · Advanced written and spoken English skills.