Customer Experience Program Manager, Japan Amazon Stores Customer Service



アマゾンの新規サービスローンチに合わせてカスタマーサポート準備を主導すること、そして、アマゾンが提供しているサービスに顧客視点で不具合が発生している場合は、サービス提供元のビジネスチームとの連携にて解消することを通じて、アマゾンの顧客体験を向上することに取り組んでみませんか。Customer Experience Program Managerは、カスタマーサービス組織の一員として、同組織内のチームと連携しながら、新規に導入するサービスの顧客問い合わせに備えたカスタマーサポート体制を整えます。さらには、顧客からカスタマーサービスに寄せられる問い合わせや返品・返金のデータを分析し、提供サービスにおける顧客視点から不具合を明らかにします。データに基づく客観的なビジネス影響の洞察をもって、サービス提供元のビジネスチームに不具合解消を働きかけ、顧客体験の改善を推進します。これらの取り組みを通じて、カスタマーサービス組織のKPI目標達成への貢献にコミットします。この職務ポジションは日本に置かれます。一方、日本内外のカスタマーサービス組織や他のアマゾンビジネス組織とのコミュニケーションおよび連携の機会を持ちます。

Do you want to work on creating better customer experience by leading customer support preparation for Amazon’s new service launches, and eliminating defects on existing service offerings from customer viewpoints in collaboration with the business teams which offered the services? Customer Experience Program Manager as a member of Japan Customer Service team secures readiness of customer support setup to handle customer inquiries on services to be newly launched. Moreover, this role reveals customer-facing defects on the existing services by analyzing data for customer contacts and concessions. With objective business impact insights based on the data, this role approaches to business teams which are running the services, urges them to eliminate the defects, and drives customer experience improvement. The Customer Experience Program Manager is committed to contributing to KPI goals for the Customer Service organization through this role. While this position is located in Japan, it has communication and collaboration with other Customer Service teams and Amazon business teams both inside and outside of Japan.

Key job responsibilities

  • 新規サービス導入スケジュールに合わせて、ローンチ後の顧客問い合わせに備えたカスタマーサポートオペレータ向けの専用ナレッジ、ヘルプページ、問い合わせ対応オペレーション等の準備をプロジェクトリーダーとして主導します。
  • 顧客問い合わせ、および返品・返金の件数や内容のデータを分析し、顧客体験の影響やビジネスインパクトの大きい問題や不具合を導出します。
  • それらの問題や不具合を解決するプロジェクトを主導し、サービス提供元のビジネスチームに改善を要求し、改善の実行から検証にいたるまでをフォローアップし、問い合わせならびに返品・返金の件数削減を達成します。
  • 担当するビジネス領域に関して、カスタマーサービス組織の担当として、当該ビジネスチームとカスタマーサービスのエンゲージメントを主導します。
  • Lead preparation for customer support knowledge for operators, Help pages, and operations for handling customer inquiries for new services in alignment with their launch schedules.
  • Identify customer problems or defects with high criticality for customer experience and large business impact by data analysis on the number of customer contacts, their inquiry contents, and concessions.
  • Lead projects to solve such problems or defects, request business teams owning the services to make improvement, follow up execution and verification of the improvement actions, and achieve reduction of customer contacts and concessions.
  • Lead engagement between business teams and Customer Service as a customer service point of contact for assigned business areas.

A day in the life


(1) 所属組織のマネージャーと1on1ミーティングを実施し、体調や業務進捗を共有。この先の取り組み方針を確認。

(2) 問い合わせ誘発要因を探るため、問い合わせ内容を分類したデータを取得し、深堀り、分析。

(3) 主導している問い合わせ件数削減プロジェクトの改善アクションを協議するために、当該ビジネスチームと打ち合わせ。

(4) 問い合わせ件数削減プログラムの週次進捗確認ミーティングに出席し、自身が担当するプロジェクトの進捗を報告。

The work shift of this position is Monday to Friday with flexible working time system, with a typical day involving:

(1) Have a 1on1 meeting with the manager and communicate health condition, project status, and next steps.

(2) Acquire, dive into, and analyze data classifying customer contacts to seek key factors inducing them.

(3) Hold a meeting with a subjected business team to discuss improvement actions from a project to reduce customer contacts.

(4) Attend a weekly meeting for the customer contact reduction program, and report progress status of own projects.

We are open to hiring candidates to work out of one of the following locations:

Tokyo, 13, JPN


  • 3+ years of working cross functionally with tech and non-tech teams experience
  • 3+ years of defining and implementing process improvement initiatives using data and metrics experience
  • Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
  • Proficient skills of Japanese and English communication (hearing, speaking, reading, and writing)


  • Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
  • Bachelor’s degree
  • Experience in complex problem solving, and working in a tight schedule environment

Please check the website below for measures to eliminate unwanted second-hand smoking in each facility:


The salary information can be provided individually prior to the 1st interview


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