Post Delivery Experience Mgr, Customer Service Customer Experience Insights

DESCRIPTION

At Amazon, we’re working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you’d like to help us build the place to find and buy anything online, this is your chance to make history.

We are looking for a Post-Delivery Experience Manager (m/f/d) to join our French & Belgian Customer Service Team (CS). The role is based in Paris.

The Post-Delivery Experience Manager is responsible for driving experience improvement initiatives in the post-delivery phase of the customer journey: Returns, Repairs, Product Support and general After Market Services processes. This role will need to deliver through influencing other teams to change, through the use of quantitative and qualitative data and comprehensive project proposals and narratives to create and communicate convincing process/service improvement proposals towards a broad audience with often conflicting Key Performance Indicators. This role owns to maintain a comprehensive overview of the health of customer experience post-delivery and the initiatives running throughout the FR/BE and EU business that will impact this. The role is expected to challenge any threats to experience, advocate on behalf of the customer, and communicate any risks to CS Operations in a timely manner.

For this relatively new individual contributor role, we are looking for someone who is a self-starter, outcome focused and can deliver in an ambiguous environment. This person needs to be a talented strategic thinker who can prioritize well, communicate clearly and has a consistent track record of successful project delivery including creating new processes, implementing change and managing complex projects with often conflicting requirements. Proven ability to manage, influence, and engage a broad group of stakeholders is a must. You must have the experience and capability to create and present documentation for senior executives and align your plans with Amazon’s strategic objectives. Very good written and verbal communication skills are essential. You should be experienced in working with data to analyze root causes and implementing long term solutions.

Key job responsibilities

• Lead/initiate/coordinate strategic and / or critical projects in FR/BE to continuously improve post-delivery experience and customer satisfaction.
• Act as the point of contact for CS and various non-CS partner teams such as Retail, Reverse Logistic, Technical Teams, After Market Services, Sustainability.
• Act as the point of contact for the French CS for pan-European and Global Post-Delivery Experience projects.
• Create and own a metrics framework that allows for high level overviews and deep dives into post-delivery experience and emerging issue detection.
• Surface and investigate ad hoc new ideas through quantitative and qualitative analysis of data, processes and procedures with a mind to improving the customer experience and key metrics.
• Challenge any negative effects on the customer experience prior to new launches
• Keep management informed of changes in and outside CS that have impact on customer experience and CS Operations.
• Act as the voice of the customer toward a broad range of stakeholders, driving change through robust delivery and governance mechanisms.

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

Clichy, FRA

BASIC QUALIFICATIONS

• Fluent in French and English
• Bachelor’s degree in Management, Business Administration, or a related area
• Experience managing cross-functional programs, including external and internal stakeholders

PREFERRED QUALIFICATIONS

• Strong delivery record
• Work experience in customer service
• Data-driven decision making or quantitative analysis skills
• Excellent communication skills, ability to simplify complex topics for broad audiences
• Experience with root cause analysis and process design
• Entrepreneurial spirit and ability to ‘think big’ and ‘out of the box’ being comfortable with ambiguity
• High energy for an ambiguous, ‘internet –speed’ environment
• Customer Experience Evangelist and role model on Customer Obsession

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