Head of Quality
Amazon's mission is to be 'Earth's most customer-centric company', and our award-winning Customer Service team is an essential part of that mission.
We hire the world's brightest minds, offering them an environment in which they can identify and relentlessly drive solutions to improve our customer experience.
We do this every day by solving complex business and technical problems with ingenuity and simplicity.
We're making history and the good news is, we've only just begun.
Our expanding logistics products and services like Amazon Logistics, Global Specialty Fulfillment, and Amazon Delivery Technology are creating new customer segments, including drivers, recipients, shippers, and property managers.
Shipping & Delivery Support (SDS) is a customer service organization dedicated to creating world-class support for these customers.
Our primary mission in supporting customers is package delivery today and successful deliveries tomorrow.
SDS is hiring a leader who will own contact handling quality across a large network of associates.
In this role, you will collate the actions our associates take to resolve customer issues and use this data to improve network performance.
Using techniques such as sampling, auditing, and the Kano model, you will gain organizational consensus of what makes a great support contact and then work backwards to ensure all SDS contacts meet this standard.
This is a leadership role where your team of auditors, program managers, and analysts will all work backwards from your vision.
The work you will do is big, impacting millions of customers a year by ensuring they have the best possible experience when receiving assistance with their issue.
Job Responsibilities Set a bold vision for contact handling quality across all of SDS Define the strategy and lead execution for how SDS works towards great contact handling Lead a team of auditors, program managers, and analysts who work to achieve your vision Report on progress to SDS leadership weekly and monthly Identify and overcome roadblocks preventing associates from providing great experiences to customers Manage an organization wide project portfolio to ensure key goals are met.
Estimated Salary: $20 to $28 per hour based on qualifications.
We hire the world's brightest minds, offering them an environment in which they can identify and relentlessly drive solutions to improve our customer experience.
We do this every day by solving complex business and technical problems with ingenuity and simplicity.
We're making history and the good news is, we've only just begun.
Our expanding logistics products and services like Amazon Logistics, Global Specialty Fulfillment, and Amazon Delivery Technology are creating new customer segments, including drivers, recipients, shippers, and property managers.
Shipping & Delivery Support (SDS) is a customer service organization dedicated to creating world-class support for these customers.
Our primary mission in supporting customers is package delivery today and successful deliveries tomorrow.
SDS is hiring a leader who will own contact handling quality across a large network of associates.
In this role, you will collate the actions our associates take to resolve customer issues and use this data to improve network performance.
Using techniques such as sampling, auditing, and the Kano model, you will gain organizational consensus of what makes a great support contact and then work backwards to ensure all SDS contacts meet this standard.
This is a leadership role where your team of auditors, program managers, and analysts will all work backwards from your vision.
The work you will do is big, impacting millions of customers a year by ensuring they have the best possible experience when receiving assistance with their issue.
Job Responsibilities Set a bold vision for contact handling quality across all of SDS Define the strategy and lead execution for how SDS works towards great contact handling Lead a team of auditors, program managers, and analysts who work to achieve your vision Report on progress to SDS leadership weekly and monthly Identify and overcome roadblocks preventing associates from providing great experiences to customers Manage an organization wide project portfolio to ensure key goals are met.
Estimated Salary: $20 to $28 per hour based on qualifications.
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