Sr Customer Experience Leader, Global AR Finance Operations

Amazon; Arlington (VA); On-site; USD 80,000 - 150,000; Full time

Job summary

An established industry player is seeking a Sr Customer Experience Leader to enhance customer satisfaction within their Finance Operations. This pivotal role focuses on driving transformations based on customer feedback, fostering operational excellence, and implementing innovative strategies. The ideal candidate will have a strong analytical background, excellent communication skills, and a passion for continuous improvement. You'll collaborate with diverse teams to design and automate processes that elevate customer experiences from Day 1. If you're ready to make a significant impact in a dynamic environment, this opportunity is perfect for you.

Qualifications

• 5+ years in tax, finance, or analytical roles focused on Customer Experience.
• Experience in CX, program management, and continuous improvement.

Responsibilities

• Lead analyses measuring customer experience across channels and projects.
• Design and implement mechanisms to drive customer experience improvements.

Skills

Analytical Skills

Customer Experience Management

Program Management

Process Improvement

Communication Skills

Education

MBA

CPA

Tools

SQL

MS Access

Oracle

SAP

Job description

Sr Customer Experience Leader, Global AR Finance Operations

Job ID: 2978156 | Amazon.com Services LLC

Amazon is seeking an experienced, data-driven, talented, and highly motivated individual to enhance Customer Experience within the Finance Operations Global Accounts Receivable (GAR) organization. This role will be the primary owner responsible for driving key transformations and process improvements, working backwards from customer feedback.

This highly visible role involves interaction with a broad range of stakeholders, requiring strong attention to detail and excellent organizational skills. The candidate must be self-driven, managing key initiatives, ensuring compliance, fostering operational excellence, and partnering with Amazon teams to positively impact customer experience. Emphasis is placed on continuous improvement, innovation, and predictive analytics. The role also involves developing effective communication strategies and measuring outcomes from training programs. The candidate should be capable of designing, improving, and automating end-to-end process flows in collaboration with multiple stakeholders and making high-judgment decisions in a fast-paced environment.

Key Job Responsibilities

1. Lead and contribute to comprehensive analyses measuring end-to-end customer experience across multiple channels and CX projects affecting key financial metrics within Global AR.
2. Apply an objective, big-picture mindset to drive studies across various channels and geographies, collaborating with senior business leaders and conducting customer research.
3. Utilize data sources such as feedback surveys, call transcripts, and operational performance data to monitor existing metrics, develop new ones, and propose innovative analysis methods.
4. Focus on predictive analytics, leveraging existing reports and dashboards to generate insights.
5. Design and implement customer experience mechanisms that drive entitlements.
6. Make a tangible impact on Amazon customers from Day 1.
7. Work with the team to develop effective communication strategies, policies, and best practices.
8. Understand key business strategies and customer journey mapping.
9. Stay informed about industry technology trends and identify opportunities for innovation to improve customer experience.

BASIC QUALIFICATIONS

• 5+ years of experience in tax, finance, or a related analytical field within Customer Experience/Success and Customer Service Operations.
• Experience in CX, program management, transformation, product management, or continuous improvement.
• Proven ability to understand and advocate for customer needs and drive improvements.
• Experience working in large, complex global organizations in both B2C and B2B contexts.
• Ability to work across geographies and align with departments with conflicting priorities.
• Experience influencing all organizational levels through high-quality documentation and presentations.

PREFERRED QUALIFICATIONS

• MBA or CPA qualification.
• Experience with large-scale data mining and reporting tools (e.g., SQL, MS Access, Essbase, Cognos) and financial systems (e.g., Oracle, SAP, Lawson, JD Edwards).
• Experience working with senior stakeholders (e.g., VP or C-suite).
• Knowledge of Accounts Receivable/Payable processes.
• 6+ years in continuous improvement projects to enhance controllership.
• 6+ years in identifying and resolving data issues, root cause analysis, and escalation planning.

Amazon is an equal opportunity employer committed to diversity and inclusion. If you require workplace accommodations during the application process, please visit this link.