Sr CSBA Anecdotes PM
Amazon strives to be the world's most customer centric company.
As part of our vision to improve the customer experience with third party sellers, we offer a paid service called Customer Service by Amazon (CSBA) that enables Selling Partners (SP) to delegate Merchant Fulfilled Network (MFN) CS to Amazon.
Through CSBA, Amazon Customer Service (CS) can offer customers near real-time 24x7 support, with local language capability, through expanded channels (phone, live chat, and email).
Amazon Customer Service (CS) is looking for a program manager who can dive deep into our customer experience listening posts for CSBA and own the strategy for creating a scalable technology that identifies important moments to our customers that are not easily seen in the data alone.
The Customer Anecdotes team uses storytelling principles to leverage and enhance a leadership culture that is eager to take on improving the customer's experience.
We gather and transform anecdotes to be used as a conversation that inspires the customer obsession in each of us.
This use of the customer's voice as the starting point in our conversations ensures that we are consistently working backwards to provide direct value to our customers in our day to day operations.
As the Sr CSBA Anecdotes PM, you will represent the Customer Service Customer Advocacy (CSCA) Anecdotes team and will support teams through the Americas, European Union, Asia Pacific, and Middle East regions to establish processes for detecting and solving egregious customer experiences and creating lasting solutions that affect customers everywhere.
You will build scalable global intake mechanisms to capture anecdotes related to CSBA, oversee cross-team and cross-vertical projects, and represent global CSCA outputs through shared performance measurement and reporting.
This role will allow you to lead the exploration of ambiguous problems across Amazon and identify root causes that create poor customer experiences.
The Sr CSBA Anecdotes PM will represent CSCA and drive results on behalf of the customer, escalating with owners, senior leaders and stakeholders of processes to influence the changes needed to fix poor customer experiences long-term.
You're able to rapidly understand complex business processes and identify the full range of impacts related to the customer experience.
A successful candidate will critically coordinate and lead executive level accountability as the representative for CSBA to teams across Amazon.
This will require the creation and ownership of the CSBA anecdotes strategy, including successful communication with stakeholders across multiple channels, regions, and output mechanisms.
You will lead long term partnership efforts and developments that instill a culture of anecdotes usage within CSBA that is sustained when our team is not actively engaged.
You will perform frequent anecdotes mechanism health inspections along with documentation and writing tasks to effectively communicate complicated problems, strategies, and results to senior-leaders.
This candidate must be comfortable in ambiguous, experimental, and innovative spaces with important schedules.
Responsibilities:
Establish scalable, and efficient anecdotes escalation processes for CSBA globally for driving customer obsessed decision making at all levels of the organization.
Provide critical incident response/management for ongoing projects on behalf of CSCA for CSBA Ensure appropriate stakeholders adhere to committed action items and outcomes; escalating as needed Lead small, specialized teams of PM's in stakeholder management; across multiple regions Create, maintain and disseminate project information to stakeholders.
Drive execution of anecdotes mechanisms spanning multiple organizations from design to rollout.
Communicate to senior leaders through white papers on the status of anecdote programs, escalations and projects.
Track and report program effectiveness metrics to stakeholders, owning all metrics around initiative goals you will define.
This position will be located in Nashville, TN and requires 30% travel.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
As part of our vision to improve the customer experience with third party sellers, we offer a paid service called Customer Service by Amazon (CSBA) that enables Selling Partners (SP) to delegate Merchant Fulfilled Network (MFN) CS to Amazon.
Through CSBA, Amazon Customer Service (CS) can offer customers near real-time 24x7 support, with local language capability, through expanded channels (phone, live chat, and email).
Amazon Customer Service (CS) is looking for a program manager who can dive deep into our customer experience listening posts for CSBA and own the strategy for creating a scalable technology that identifies important moments to our customers that are not easily seen in the data alone.
The Customer Anecdotes team uses storytelling principles to leverage and enhance a leadership culture that is eager to take on improving the customer's experience.
We gather and transform anecdotes to be used as a conversation that inspires the customer obsession in each of us.
This use of the customer's voice as the starting point in our conversations ensures that we are consistently working backwards to provide direct value to our customers in our day to day operations.
As the Sr CSBA Anecdotes PM, you will represent the Customer Service Customer Advocacy (CSCA) Anecdotes team and will support teams through the Americas, European Union, Asia Pacific, and Middle East regions to establish processes for detecting and solving egregious customer experiences and creating lasting solutions that affect customers everywhere.
You will build scalable global intake mechanisms to capture anecdotes related to CSBA, oversee cross-team and cross-vertical projects, and represent global CSCA outputs through shared performance measurement and reporting.
This role will allow you to lead the exploration of ambiguous problems across Amazon and identify root causes that create poor customer experiences.
The Sr CSBA Anecdotes PM will represent CSCA and drive results on behalf of the customer, escalating with owners, senior leaders and stakeholders of processes to influence the changes needed to fix poor customer experiences long-term.
You're able to rapidly understand complex business processes and identify the full range of impacts related to the customer experience.
A successful candidate will critically coordinate and lead executive level accountability as the representative for CSBA to teams across Amazon.
This will require the creation and ownership of the CSBA anecdotes strategy, including successful communication with stakeholders across multiple channels, regions, and output mechanisms.
You will lead long term partnership efforts and developments that instill a culture of anecdotes usage within CSBA that is sustained when our team is not actively engaged.
You will perform frequent anecdotes mechanism health inspections along with documentation and writing tasks to effectively communicate complicated problems, strategies, and results to senior-leaders.
This candidate must be comfortable in ambiguous, experimental, and innovative spaces with important schedules.
Responsibilities:
Establish scalable, and efficient anecdotes escalation processes for CSBA globally for driving customer obsessed decision making at all levels of the organization.
Provide critical incident response/management for ongoing projects on behalf of CSCA for CSBA Ensure appropriate stakeholders adhere to committed action items and outcomes; escalating as needed Lead small, specialized teams of PM's in stakeholder management; across multiple regions Create, maintain and disseminate project information to stakeholders.
Drive execution of anecdotes mechanisms spanning multiple organizations from design to rollout.
Communicate to senior leaders through white papers on the status of anecdote programs, escalations and projects.
Track and report program effectiveness metrics to stakeholders, owning all metrics around initiative goals you will define.
This position will be located in Nashville, TN and requires 30% travel.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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