Customer Service Technical and Non-Technical Teams
Seattle, Washington
Reduction program team Amazon Customer Experience
We hire the world’s brightest minds, offering an environment in which they can relentlessly detect, design, and drive solutions to directly improve the Amazon Customer Experience. We do this every day by solving complex business and technical problems with ingenuity and simplicity. The Transfer Reduction Program Manager is an integral member of the WWCS Transfer Reduction program team, reporting directly to the Sr. Global Transfer PM, who leverages data insights to identify reduction opportunities, solves for underlying root causes, and implements solutions that improve the Customer and Associate experience. The Transfer Reduction team engages with key business stakeholders across Amazon with the goal of connecting our Customers with Associates that are equipped and empowered to resolve their issue upon first contact, eliminating the need for transfers. Our team’s work has a direct impact on Customer satisfaction, Associate experience, and our ability to grow and scale as Amazon’s business
• Bachelor’s Degree (technical or business-related) • Lean/Six Sigma certification or equivalent experience • Strong verbal and written communication skills • Strong analytical background • Strong ability to influence without authority • Self-motivation shown by taking initiative and working with minimal direction • 2+ years of experience leading large-scale, complex projects • 3+ years large-scale solution development and delivery • 3+ years of experience in or demonstrated ability to lead people/teams without formal authority and earn trust with teams of all levels • Advanced Degree (technical