Description
Amazon Customer Service (CS) is a large and global organization, obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it. Whether customers interact with our self-serve solutions or CS Associates, we work hard to make sure they have a delightful experience with us, each and every time.
Key job responsibilities
- Drive the expansion and management of a strategic Pan-EU roadmap involving unique and innovative customer solutions, accounting for country-specific market dynamics and customer expectations.
- Define areas of focus/opportunity supported by analysis, develop solutions, identify owners, set delivery/completion dates, and set up mechanisms to ensure programs are on track across EU marketplaces.
- Proactively identify and resolve issues that affect customer experience across EU stores, including defects that drive customer contacts and concessions, and may impair the team's ability to meet strategic, product, and technical goals.
- Actively build relationships across Amazon teams — including EU Retail, Transportation, Supply Chain, AMZL, Product, Finance, Legal, and Engineering — to deliver on your roadmap.
- Operate autonomously; drive programs end-to-end including business goals, technical solutions, and contact reduction initiatives to improve customer experience at scale across EU.
- Communicate clear and concise expectations and requirements with business and technology teams, adapting communication to multi-country stakeholders and senior EU leadership forums.
- Present well-reasoned and data-driven proposals in both verbal and written form, including documents for EU VP-level leadership reviews.
A day in the life
- Lead customer experience workstreams by proactively identifying and eliminating sources of friction.
- Create scalable mechanisms to work across cross-functional teams and drive organizational change.
- Establish data-driven approaches to detect issues, surface customer pain points and drive upstream action across organizations.
- Understand how AI is reshaping CX product architectures, product development and customer workflows; apply AI to enable faster learning cycles, accelerate development, make better decisions and unlock new forms of innovation.
- Influence strategic direction, customer adoption decisions, engineering and business approach (internally and externally if applicable), vendors, partners, and organization priorities.
- Influence senior leaders to prioritize and address systemic customer experience issues through high-quality analytics and communication.
- Advocate for customers in product, design, and operational decisions across organizations.
- Deliver measurable outcomes aligned with organizational goals.
- Write and present clear narratives to drive alignment and decision-making.
- Coach and develop high-performing teams while creating leadership opportunities.
Basic Qualifications
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience in program or project management
- Native or Fluent Spanish speaker
Preferred Qualifications
- Experience leading process improvements
Equal Opportunities
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.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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