Customer Service Program Specialist - UAE National

Amazon; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

An established industry player is seeking a Program Specialist for Customer Experience to enhance the shopping journey for customers. This role involves defining a CX roadmap, analyzing customer needs, and influencing teams to implement improvements. The ideal candidate will possess strong analytical skills, excellent communication abilities, and experience in program management. Join a dynamic team where your insights will drive significant changes across various CX domains, ensuring that customer satisfaction remains at the forefront of the company's mission. If you thrive in a fast-paced environment and are passionate about improving customer experiences, this opportunity is perfect for you.

Qualifications

• Strong analytical skills with a focus on customer experience.
• Ability to influence stakeholders and drive improvements.

Responsibilities

• Identify and resolve customer experience improvement opportunities.
• Report on project metrics and track goals effectively.

Skills

Analytical Skills

Stakeholder Influence

Data-Driven Decision Making

Communication Skills

Project Management

Problem Solving

Flexibility

Tools

SQL

MS Word

MS Excel

Project Management Tools

Job description

As part of our commitment to complying with national labor laws and applicable legislations in the United Arab Emirates, this position is open to candidates who fulfill the specific nationality criteria stipulated by local regulations.
Amazon's mission is to be earth's most customer-centric company. We work towards a single goal: to ensure the best experience for our customers. To achieve this, we are looking for a Program Specialist Customer Experience (CX) to join our Middle East Customer Service team. The Program Specialist CX will be responsible for defining and delivering a CX roadmap that significantly improves the shopping experience for customers. They will achieve this by building a detailed understanding of our customers' needs and behaviors, identifying and prioritizing improvements, and influencing partner teams to deliver them. The Program Specialist CX will strike a balance between masterful analytical skills and an impressive ability to drive long-term change that spans various countries and CX domains. They will be a self-starter and will be skilled in driving actionable insights and clarity in a dynamic customer experience landscape. The successful candidate will be based in our Dubai (UAE) office.

Key job responsibilities:

1. Identify Customer Experience improvement opportunities and work end to end till fix.
2. Deep dives and completes root cause analysis of CX outliers and trends and drives resolution of issues to closure.
3. Able to influence stakeholders without authority to drive changes and improvements.
4. Utilize voice of the customer mechanism to surface and address customer pinpoints on a continuous basis.
5. Report CX project metrics status updates and track own goals.
6. Establish and uphold program management frameworks across our CX program management function.
7. Own tracking of program health and goals reporting out to leadership on the status of roadmap completion.
8. Excellent written and verbal communications skills with an ability to interact with senior stakeholders.
9. Ability to get hands dirty in the detail but can also see the bigger picture.
10. Ability to effectively manage multiple workstreams at the same time while maintaining a high level of quality.
11. Confident creating reports for leadership consumption.
12. Ability to take initiative even under unfamiliar or ambiguous circumstances, solid sense of accountability and sound personal judgment.
13. Flexibility to respond quickly to change and reprioritize in the face of changing stakeholder demands.
14. Data-driven decision making and deep dive skills including SQL.
15. Advanced skills with MS Word and MS Excel.
16. Background in e-commerce retail or consulting industries.
17. Experience coordinating delivery of customer experience process improvement or cost savings programs.
18. Practical experience in program management concepts such as prioritization, governance, reporting, and benefits validation.
19. Experience establishing and consolidating program delivery metrics and status reports.
20. Experience with project or program management tracking and planning tools.

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Required Experience: Unclear Seniority