Senior Program Manager - Retail Customer and Delivery Experience at Amazon
Senior Program Manager - Retail Customer and Delivery Experience Details
March 20, 2019, 7:19 a.m.
Project/Program/Product Management--Non-Tech
Amazon Fresh
Seattle, Washington
and Traffic team Fresh, Prime Now)
Amazon F3 (Fresh, Prime Now) is looking for a customer-obsessed Senior Program Manager with a strong track record of delivering results and proven project management experience to own customer and delivery experience on the retail side. The person works closely together with · Membership Insights and Traffic team (MINT) to analyze Rate My Experience (RME) and Customer Satisfaction (CSAT) survey results, · Benchmark teams to analyze Net Promoter Score (NPS) surveys and identify opportunity for improvement, · Customer Support teams to identify CX gaps, and · Partners with Ops, Product, Tech, Instock Management, Vendor Management, PR and Legal to improve CX from the point where the customers build their basket to getting their orders delivered successfully. This is a good opportunity for someone who wants to use their excellent business understanding to influence the business direction. You will be interacting with senior leaders on a regular basis, as well as understand the importance of
· Bachelor’s Degree · 5+ years relevant work experience · Excellent doc writing skills · Advanced excel skills· MBA or equivalent degree · Experience leading program management in a retail or OPS environment · Comfortable working with ambiguity · Strong resourcefulness and ability to find or develop compelling data given limited resources and time · Excellent communication and presentation skills working with multiple peer groups and levels of management · Proven track record of managing and executing large projects from start to finish, including project management, data gathering and modeling,