DESCRIPTION

Open to candidates in Seattle, Arlington, New York, Austin, Boston, Dallas, San Francisco, Denver, Chicago, Atlanta, Jersey City, Nashville.

Do you obsess over your customer and work tenaciously to understand their drivers, needs, and pain points? Do you have a knack for seeing the forest (vs. the trees) and connecting dots to propose new ideas that drive impact for both the customer and the business? Amazon Web Services (AWS) is seeking a Head of Customer Experience to join the Private Pricing Programs and Experiences (3PX) team.

As Head of CX, you will manage a team responsible for initiatives and strategies that enhance the customer experience and growth of the Private Pricing Program brand globally. You will develop the CX strategy for various customer cohorts (inclusive of the AWS field, AWS partners, and end customers) to inform, engage, and drive efficient adoption of AWS Private Pricing and, in turn, AWS services. You will increase program availability to various cohorts by running experiments to derive quick learnings that then inform scaled launches of new channels and initiatives. You will serve as the CX thought leader and mechanistically ensure all program updates reinforce a seamless Private Pricing experience, and measure the performance of those CX updates to assess impact. You will own listening posts inclusive of help sought via the Private Pricing Help support channel, surveys (always-on and focused), and customer interviews. You will marry anecdotes with business metrics to uncover insights and drive action through a cross-org closed-loop mechanism, and lead related reporting and discussions with leadership and stakeholders. Through this work, you will enable the Private Pricing business to get closer to our customers, drive improvements to our program experience, and fuel step-change business growth that helps usher in the next phase of AWS Private Pricing.

Key job responsibilities
– Develop the CX strategy for new and existing AWS customers to inform, engage and drive efficient adoption of AWS Private Pricing
– Create CX experiments and derive quick learnings to inform scaled launches of new channels and initiatives
– Serve as CX thought leader for the broader org and mechanistically ensure all program updates reinforce a seamless end-to-end Private Pricing experience and strengthen brand fidelity
– Measure the performance of CX updates to the Private Pricing Program through qualitative and quantitative research
– Enrich/refine listening posts to gather customer feedback at key points in their journey
– Own the Private Pricing Help channel and ensure customers are provided timely, high-quality help, and the team assesses topics and volume of help tickets filed for trends/insights
– Own driving an org-wide closed-loop mechanism; lead the discussion with leadership and stakeholders by surfacing insights that drive cross-functional action to address gaps and opportunities

About the team
Why AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

BASIC QUALIFICATIONS

– 10+ years of building and leading large teams and working in matrixed operating structures experience
– Bachelor’s degree or equivalent
– Experience working and communicating with multiple stakeholders, C-level executives and cross functional teams or equivalent
– Experience in strategic thinking about business, enterprise software products, and new technology platforms and architectures or equivalent

PREFERRED QUALIFICATIONS

– Experience owning CX or product strategy, from ideation to launch and beyond to deliver measurable results Solid strategic thinking/judgment and ability to problem-solve effectively in a fast-paced, high-bar environment
– Proven ability to build and maintain a happy, high-performing team
– Strong analytical skills; ability to ask questions to root-cause and report out insights that effect change
– Strong executive presence; ability to report up to senior leadership and influence stakeholders

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 $174,300/year in our lowest geographic market up to $288,200/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, AZ, Tempe