Manager Customer Segmentation
Amazon is building the most innovative Business-to-Business (B2B) marketplace globally.
Amazon Business (AB) represents an incredible opportunity to address a vast new market segment and customer base for Amazon.
Amazon Business Customer Service (AB CS) is responsible for creating an end-to-end support experience tailored to the needs of business customers globally.
AB CS is looking for a Senior Program Manager that will be responsible for operations routing Strategies.
The role reports to the Global Operation's program leader of AB CS and acts as a critical member of the Operations management leadership, helping drive decisions across the organization.
Amazon uses various state-of-the-art enterprise-grade tools that enable seamless Experience to help our Customers.
This includes a contact routing multimedia platform capable of intelligent routing.
The Sr.
Program Manager for Operations routing Strategies will be a motivated individual with expertise in ACD routing systems and call flows to deliver excellent support and service to our valuable customers.
The individual should be detail-oriented, organized, and a enjoy troubleshooting and analysis.
The Sr.
Program Manager will provide support in administering ACD (phone, email, and chat) services to Amazon Business Customer Support teams to maximize the effectiveness of our contact delivery in ACD and related platforms.
The incumbent will work alongside technology teams to support program components, including call flow dynamics, call handling business rules, reporting metrics, disaster recovery planning, and incident response.
The candidate will also propose new solutions and project manage future roadmap of routing or system changes.
This role will manage routing configurations for AB Customer contacts worldwide, across 9 Marketplaces, 21 locations, and take contacts from Contact Us and routes them to Agents.
This PM will be responsible for connecting and modifying the components that make up the routing highway between contacts us to a right support agent.
Responsibilities Primary Point of Contact to design the AB contact routing strategies, contact segmentation, and customer segmentation by using Machine learning and Artificial intelligence models.
Use Machine learning and Artificial Intelligence frame work to design the routing logic framework on Amazon connect.
Design dynamic routing framework by using AI algorithms to ensure the contacts are routing to the right skill group and AB assigned CSA.
Analyzing AB customer's engagement data and designing routing logic framework based on customer segmentation.
Partner with the tech design and deployment teams for the successful implementation of routing strategies.
Work with the tech team on the implementation of the designed contact handling strategy.
Participate in the development and framing of long-term strategy around Customer contact routing.
Break down issues and drive investigation/discussions to ensure they are resolved and do not occur again.
Interacting with stakeholders at multiple levels facilitating dynamic collaboration with the business and technical teams to define and deliver solutions.
Remaining flexible to changing priorities, open to new ideas, and have the customer success firmly as the focus.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
Amazon Business (AB) represents an incredible opportunity to address a vast new market segment and customer base for Amazon.
Amazon Business Customer Service (AB CS) is responsible for creating an end-to-end support experience tailored to the needs of business customers globally.
AB CS is looking for a Senior Program Manager that will be responsible for operations routing Strategies.
The role reports to the Global Operation's program leader of AB CS and acts as a critical member of the Operations management leadership, helping drive decisions across the organization.
Amazon uses various state-of-the-art enterprise-grade tools that enable seamless Experience to help our Customers.
This includes a contact routing multimedia platform capable of intelligent routing.
The Sr.
Program Manager for Operations routing Strategies will be a motivated individual with expertise in ACD routing systems and call flows to deliver excellent support and service to our valuable customers.
The individual should be detail-oriented, organized, and a enjoy troubleshooting and analysis.
The Sr.
Program Manager will provide support in administering ACD (phone, email, and chat) services to Amazon Business Customer Support teams to maximize the effectiveness of our contact delivery in ACD and related platforms.
The incumbent will work alongside technology teams to support program components, including call flow dynamics, call handling business rules, reporting metrics, disaster recovery planning, and incident response.
The candidate will also propose new solutions and project manage future roadmap of routing or system changes.
This role will manage routing configurations for AB Customer contacts worldwide, across 9 Marketplaces, 21 locations, and take contacts from Contact Us and routes them to Agents.
This PM will be responsible for connecting and modifying the components that make up the routing highway between contacts us to a right support agent.
Responsibilities Primary Point of Contact to design the AB contact routing strategies, contact segmentation, and customer segmentation by using Machine learning and Artificial intelligence models.
Use Machine learning and Artificial Intelligence frame work to design the routing logic framework on Amazon connect.
Design dynamic routing framework by using AI algorithms to ensure the contacts are routing to the right skill group and AB assigned CSA.
Analyzing AB customer's engagement data and designing routing logic framework based on customer segmentation.
Partner with the tech design and deployment teams for the successful implementation of routing strategies.
Work with the tech team on the implementation of the designed contact handling strategy.
Participate in the development and framing of long-term strategy around Customer contact routing.
Break down issues and drive investigation/discussions to ensure they are resolved and do not occur again.
Interacting with stakeholders at multiple levels facilitating dynamic collaboration with the business and technical teams to define and deliver solutions.
Remaining flexible to changing priorities, open to new ideas, and have the customer success firmly as the focus.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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