DESCRIPTION

Earth’s Most Customer Centric Company is seeking an all-star leader to join our Global Outsourcing (GO) team within the Worldwide Customer Service organization. As the GO CX & Initiative Manager for the Americas, you will be responsible for developing and managing our Amazon outsourced network customer experience initiatives and compliance processes, cultivating operational excellence and partnering with Amazon teams to positively impact customer experience. This is a high-impact, high-visibility position that interacts with a diverse group of stakeholders and requires a self-directed individual with strong attention to detail and great organizational skills. There is a heavy focus on process design, data analytics and continuous improvement.
The right candidate will draw from previous work experience designing and deploying customer experience performance processes in a multi-site world-class customer support operation, and is ready to make tough data-backed decisions in a high-stakes, high-speed environment. They are passionate about legendary customer experiences, passionate about solutions and love getting into the weeds on any and all issues.

Key job responsibilities
-Leverage available data sources (customer feedback surveys, contact transcripts, operations performance data, etc.) to monitor existing metrics, develop and propose new metrics and generate innovative ways to analyze, evaluate and measure vendor performance. Collaborate with Analytics Teams on generation of reports & dashboards to aid better insights and analytics.
-Manage projects across Americas sites in areas of defect reduction, customer experience and themes emerging from escalations deep dives and manage transitions by documenting, communicating, and coaching teams of leaders
-Facilitate knowledge sharing & benchmarking among partners to draw upon best practices and thereby harness the power of the Network, to boost synergy & expertise.
-Provide day-to-day support, guidance and insights to real-time quality issues, escalations and emerging trends through ad-hoc analysis, creation of quality tips, knowledge center and self-help content.
-Onboard new regional sites to Americas Quality processes and procedures, implement certification processes where applicable
-Demonstrate a management style which encourages participation and ownership, along with a continuous focus on action, customer satisfaction, support personnel satisfaction and financial management
-Demonstrate outstanding ownership, not shying away from rolling up your sleeves to get things done
-Conduct all business with the highest ethical and professional standards.

A day in the life
If you are not sure that every qualification on the list above describes you exactly, we’d still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

BASIC QUALIFICATIONS

– Bachelor’s degree or equivalent experience required
– 6+ years of experience in data analysis, report building, compliance auditing or similar work, preferable in a large multi-site outsourced contact center environment.
– Understanding of relational databases and familiarity with statistical analysis.
– Experience owning project strategy, end to end implementation, and communicating results to senior leadership
– Strong communication, reading comprehension and writing skills.
– Strong planning, organizational skills and attention to detail.
– Ability to handle multiple priorities and to meet deadlines in stressful situations.
– Self-motivated with proven capability to work independently and continually calibrate priorities with minimal supervision.
– Strong technical and analytical aptitude.

PREFERRED QUALIFICATIONS

– -COPC Coordinator Certification and Lean/Six Sigma experience are preferred.
– -Limited international travel may be required

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 $110,200/year in our lowest geographic market up to $182,200/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.

USA, TN, Nashville