Customer Service Program Specialist - UAE National

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

Job summary

A leading global e-commerce company is seeking a Program Specialist Customer Experience (CX) to enhance the shopping experience for customers. This role involves defining a CX roadmap, conducting deep analyses, and working with various stakeholders to implement improvements. The ideal candidate will possess strong analytical skills, excellent communication abilities, and experience in e-commerce or consulting. The position is based in Dubai and offers a dynamic environment focused on continuous improvement.

Qualifications

• Experience in e-commerce retail or consulting is preferred.
• Ability to manage multiple workstreams effectively.
• Strong sense of accountability and personal judgment.

Responsibilities

• Identify and implement customer experience improvement opportunities.
• Conduct root cause analysis of CX trends and drive resolutions.
• Report project metrics and track goals for the CX program.

Skills

Analytical skills

Stakeholder influencing

Data-driven decision making

Excellent communication

Project management

Tools

SQL

MS Word

MS Excel

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.

Amazons mission is to be earths most customercentric 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

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

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