ADCI
Customer Service
SeniorManager,INCXI,AmazonCustomerService
“Senior Manager, IN CXI, Amazon Customer Service at ADCI. Skills: Product strategy, Customer experience, Roadmap ownership. Lead multiple teams to improve customer experience. Proactively identify and eliminate sources of friction”
What You'll Achieve.
Improve CX; Transform service experience; Make defect elimination sustainable; Show customer impact; Catch problems before customers; Keep everyone focused on goals
Industry & Context.
Analyze customer friction data; Identify biggest opportunities; Build compelling cases for improvements; Dive deep into complex problems
What They're Looking For.
Must Have
12+ years of product or program management, product marketing, business development or technology experience, Experience recruiting and developing high performing teams, Experience owning/driving roadmap strategy and definition, Exceptional written and verbal communication skills, Experience leading cross-functional teams and managing complex stakeholder environments
Nice to Have
Experience owning feature delivery and tradeoffs of a product, Experience working cross-functionally across marketing, product management, analytics, UX, and research, Experience in a direct or matrixed role leading technical and non-technical transformation project teams, Experience building scalable programs and repeatable scalable processes, Proficient in Amazon business mechanisms (OP1/2, WBRs, PRFAQs)
What You'll Do.
Lead multiple teams to improve customer experience
Proactively identify and eliminate sources of friction
Own the CX improvement vision
Create scalable mechanisms to drive organizational change
Establish data-driven approaches to surface customer pain points
Drive upstream action across organizations
Influence senior leaders to prioritize systemic customer experience
Advocate for customers in product
Deliver measurable outcomes aligned with organizational goals
Write and present clear narratives to drive alignment
Coach and develop high-performing teams
Create leadership opportunities
How You'll Work.
Team & Collaboration
Cross-functional teams; Stakeholder environments
Communication Scope
Written communication; Verbal communication; Presenting narratives
Process & Methodology
Roadmap strategy, Roadmap definition
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