ABOUT THIS ROLE
Amazon’s Customer Service (CS) department is seeking an experienced Senior Customer Experience Program Manager (m/f), Individual Contributor, to join the team. The successful candidate will be a key member of the France and Belgium CS team. You will be responsible for driving a highly visible, Customer Service program that will directly impact the FR/BE customer experience. You must be an experienced Program Manager who has owned and delivered complex projects within the Customer Service sector. You will be comfortable in a fast-paced multi-tasked environment, with the ability to define, design and drive the CS projects’ road map. As an expert collaborator team player, you will be comfortable to negotiate with key business partners and teams across the EU to gain alignment on program vision, project selection, and ultimately manage all aspects of the programs execution. You will also need to be used to communicate at an executive level.
This role is based in Paris, France.
ABOUT YOU
– You are Customer Obsessed. You seek to deeply understand the needs of your customers, both internal and external, and strive to design and advocate for solutions that will delight them.
– You are Bright. You excel at understanding and diagnosing broken or frustrating customer experiences through qualitative and quantitative data and transforming it into compelling narratives to drive action. You grasp new concepts quickly and are eager to learn anything that will create value. You also easily navigate the people aspects.
– You are Bold. You are a self-starter, taking initiative to influence others and drive progress with minimal direction. You are not afraid to challenge the status quo, applying strong business judgment to find novel solutions to problems. You thrive in a culture of empowerment, innovation, and rapid change.
– You are Passionate. You are excited to drive existing opportunities and discover new ones. You imbue a passion for excellence into everything you do, not only raising the bar, but also having fun along the way. Most importantly, you can’t wait to be part of a customer-centric organisation!
– You are an experienced leader who has a passion for strategic leadership, execution, thinking, and a flexible management style. You can bring strong strategic thinking and thought leadership towards the overall Customer Service vision.
– You are an advocate for our product and passionate about listening to customers. You understand the complexities of a fast-paced, high performing organization and can handle multiple projects while dealing with change. You have a strong desire to achieve results and continuously raise the bar.
Key job responsibilities
As the Senior Customer Experience Program Manager, you will…
– Provide strong, dynamic leadership to diverse set of teams, and delivering a high-level of support to ensure a world-class customer experience
– Build strong partnerships with several stakeholders to drive aligned vision, prioritization, and accountability
– Be responsible for translating the CX vision and strategy to set direction for each function
– Proactively, anticipate, identify, and resolve challenges that may impair the organization’s ability to meet its strategic and financial goals
– Regularly review metrics and proactively seek out new and improved data/mechanisms for visibility, ensuring your roadmap stays aligned with organization objectives
– Work closely with cross functional teams to gain alignment from key stakeholders
– Drive customer experience innovations and foster a culture of excellence
We are open to hiring candidates to work out of one of the following locations:
Clichy, FRA
BASIC QUALIFICATIONS
– Fluent in French and English
– Excellent writting skills
– Bachelor’s Degree
– experience leading a Customer Service organization
– Analytical experience building and analyzing models using various tools
– Project management experience and ability to drive priorities / results
PREFERRED QUALIFICATIONS
– Proven track record in the delivery of large scale complex cross-functional projects preferred in an optimization environment.
– PMP certified or equivalent project management certification.
– Passionate about people and customers; you believe that a service can only be as good as its customers believe it to be
– Data driven with the proficiency to make the right decisions in a complex fast changing environment
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