Amazon UK Services Ltd.
Customer Service, Program Management, amazon customer service
Sr.ProgramManager,CustomerExperienceImprovement
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“Sr. Program Manager, Customer Experience Improvement at Amazon UK Services Ltd.. Skills: Customer Experience Improvement, Program Management, Roadmap Strategy. Drive expansion and management of Pan-EU roadmap. Define areas of focus/opportunity supported by analysis”
What You'll Achieve.
Deliver measurable outcomes aligned with organizational goals
Industry & Context.
Root cause analysis; Issue resolution; Data-driven decision making
What They're Looking For.
Must Have
Experience using data and metrics to determine and drive improvements, Experience owning program strategy, end to end delivery, and communicating results to senior leadership, Experience in program or project management, Native or Fluent Spanish speaker
What You'll Do.
Drive expansion and management of Pan-EU roadmap
Define areas of focus/opportunity supported by analysis
Set delivery/completion dates
Set up mechanisms to ensure programs are on
Proactively identify and resolve issues that affect customer
Build relationships across Amazon teams
Operate drive programs end-to-end
Improve customer experience at scale across EU
Communicate clear and concise expectations and requirements
Adapt communication to multi-country stakeholders
Present well-reasoned and data-driven proposals
Lead customer experience workstreams
Eliminate sources of friction
Create scalable mechanisms to work across cross-functional teams
Drive organizational change
Establish data-driven approaches to detect issues
Surface customer pain points
Drive upstream action across organizations
Understand how AI is reshaping CX product architectures
Apply AI to enable faster learning cycles
Influence strategic direction
Influence customer adoption decisions
Influence engineering and business approach
and organization priorities
Influence senior leaders to prioritize and address systemic
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; Senior EU leadership forums; Business and technology teams; Multi-country stakeholders
Communication Scope
Executive presentations; Verbal communication; Written communication
Process & Methodology
Program management, Roadmap development
Full Job Description
Amazon Customer Service (CS) is a large and global organization, obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it. Whether customers interact with our self-serve solutions or CS Associates, we work hard to make sure they have a delightful experience with us, each and every time. We are looking for a customer-obsessed Senior Program Manager to join us in the EU Customer Experience Improvement org within Customer Service. You will be a part of the EU team of program managers, product managers, business analysts, and business intelligence engineers who dig deep into customer friction, trace it back to its source, and drive upstream and downstream product and programmatic improvements to improve CX. You and your team will own the roadmap of EU strategic initiatives while also responding to emerging issues that need immediate attention. Key job responsibilities - Drive the expansion and management of a strategic Pan-EU roadmap involving unique and innovative customer solutions, accounting for country-specific market dynamics and customer expectations. - Define areas of focus/opportunity supported by analysis, develop solutions, identify owners, set delivery/completion dates, and set up mechanisms to ensure programs are on track across EU marketplaces. - Proactively identify and resolve issues that affect customer experience across EU stores, including defects that drive customer contacts and concessions, and may impair the team's ability to meet strategic, product, and technical goals. - Actively build relationships across Amazon teams — including EU Retail, Transportation, Supply Chain, AMZL, Product, Finance, Legal, and Engineering — to deliver on your roadmap. - Operate autonomously; drive programs end-to-end including business goals, technical solutions, and contact reduction initiatives to improve customer experience at scale across EU. - Communicate clear and concise expectations and requirem
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