Customer Service Technical and Non-Technical Teams
Seattle, Washington
Service Training team Customer Service Training
The Customer Service Training team uses technology and behavioral science to accelerate and personalize the learning experience for associates to become the face of Amazon for our customers. We are seeking a Program Manager to join the Americas Training team. You will be responsible for improving CSA performance and the customer experience through varied training initiatives and process improvement efforts. This role will be the owner of the Bullseye continuous learning program, which seeks to improve communications skills for associates. Candidate should be comfortable with data analysis to identify opportunities and define and measure success of the programs. Working effectively with stakeholders in operations, research, the Americas training teams to design, implement and scale solutions. While the position’s primary focus will be on the geographies that support Amazon’s .com, .ca, .mx, and .br businesses, there will also be opportunities to partner with the EU, IN, and APAC regions
· Bachelor’s degree or equivalent experience · 3+ years’ experience launching, running, measuring, and improving products and programs with a demonstrated customer focus. · Proven ability to manipulate and analyze data sets. · Strong data analysis, problem-solving and project management skills. · Demonstrated experience successfully leading projects. · 2+ years of experience working with Microsoft Excel, Access, and/or SQL.· Experience in Amazon Customer Service · Experience in Training/Adult Learning principles · Experience in call center operations · Bilingual in English and Spanish or Portuguese