Job Details
Skills And Tools:
Job Description
DESCRIPTION
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, Amazon Middle East Customer Service (CS) is looking for a Customer Experience Manager responsible for identifying, surfacing and fixing defects which impact the customer experience.
The Customer Experience Manager will be data-driven, customer obsessed and will have a relentless obsession for fixing defects. They will use data to identify outliers and key drivers of customer friction and will work with a wide range of CS and business stakeholders to fix them. The ideal candidate will be a self-starter, able to work in an ambiguous environment and will embody the Amazon leadership principles.
Job Requirements
BASIC QUALIFICATIONS
- 5+ years of relevant experience in a project manager, product manager, process owner or sr. business analyst role
- Superior verbal and written communications skills are a must, as well as the ability to work effectively with multiple teams and external organizations
- Advanced Microsoft Office skills, strong with Microsoft Excel and able to convert large data sets into customer insights
- Expert problem solver, innovator and customer advocator
- Excellent organizational skills including prioritizing, project planning, scheduling and time management
- Experience working in a large complex organization with large data sets and customer bases
- Experience identifying and resolving complex issues, will take initiative even under unfamiliar or ambiguous circumstances - solid sense of accountability and sound personal judgment
- Flexibility to respond quickly to change and reprioritize in the face of emerging issues
- Experience in influencing and leading stakeholders without formal responsibility. Interacting and building rapport with teams of all levels.
PREFERRED QUALIFICATIONS
- Background in e-commerce, retail, telecommunications, customer operations
- Experience with Lean, Six Sigma or other continuous improvement techniques
- Experience with project management concepts and frameworks such as Prince2 or PMP
- · SQL and analytical tools and techniques
