Senior Program Manager, Customer Experience & Knowledge Management

Amazon; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player seeks a Senior Program Manager to enhance customer experience through innovative solutions. This role involves managing complex projects, leveraging data for decision-making, and collaborating with cross-functional teams to drive improvements. The ideal candidate will thrive in a fast-paced environment, possess exceptional communication skills, and have a strong background in program management. Join a dynamic team dedicated to redefining merchant support and fulfilling orders globally. If you are passionate about creating impactful customer experiences and enjoy tackling challenges creatively, this opportunity is perfect for you.

Qualifications

• 7+ years of program or project management experience.
• Experience using data and metrics to drive improvements.
• Fluency in Mandarin, both spoken and written.

Responsibilities

• Identify and resolve escalations impacting customer experience.
• Collaborate with teams to improve customer support.
• Drive improvements by eliminating defect root causes.

Skills

Program Management

Data Analysis

Project Management

Cross-functional Collaboration

Fluency in Mandarin

Education

Master's degree or MBA

Job description

Senior Program Manager, Customer Experience & Knowledge Management

Job ID: 2954886 | Amazon (China) Holding Company Limited - D24

Amazon has spent years building one of the world’s most efficient and optimized supply chains. Amazon’s Team SANTOS is looking to redefine how sellers utilize our supply chain capabilities. Our vision is ambitious - to fulfill orders for every customer in the world, regardless of where the transaction occurs. The ideal candidate has a thorough understanding of merchant support operations, with some experience of fulfillment operations. They should have technical skills, superior written and verbal communication and most importantly a proven track record of influencing cross-functional teams and leadership. They should have a bias toward data driven decision making, be comfortable with ambiguity and juggling multiple projects, able to think big and creatively (while paying careful attention to detail), and enjoy working in a fast-paced dynamic environment. This role will require to travel between 10-25% of the time.


Key job responsibilities
Identify and resolve escalations that impacts the customer/merchant experience.
Performing extensive deep dives to identify opportunities to improve the customer experience.
Collaborate with cross-functional teams to identify and resolve customer support requests.
Conveying updates on issues, operational status and business insights internally.
Drive step function improvements to customer improvement by identifying and eliminating defect root cause in partnership with relevant product, operations, & tech teams.


About the team
Santos Merchant Support is responsible for providing support to merchants enrolled in Multi-Channel Fulfillment (MCF) and Buy with Prime (BwP) programs. Our vision is to enable every entrepreneur in the world to reach every customer in the world through every channel they can imagine. MCF enables seller to fulfill their off-Amazon orders using their inventory in Amazon fulfillment network. BwP is a new way to extend Prime shopping benefits—including fast, free shipping, a seamless checkout experience, and free returns—to merchants’ own online stores, ultimately increasing selection for Prime members.

BASIC QUALIFICATIONS

- 7+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Candidate must be fluent in Mandarin, both spoken and written

PREFERRED QUALIFICATIONS

- 5+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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