Global Customer Experience Strategist
hace 8 horas
About Us
">At Amzn Support Srvcs Costa Rica, we strive to deliver exceptional customer experiences that exceed our customers' expectations. As a leading provider of customer service solutions, we are committed to innovation, quality, and excellence in all aspects of our business.
">Job Description
">We are seeking an experienced Global Customer Experience Strategist to join our team in Costa Rica. As a key member of our leadership team, you will play a critical role in shaping the direction and strategy of our customer experience initiatives.
">Key Responsibilities:
">• Lead and manage teams of D2AS ECR Specialists, responsible for the overall direction and performance of the team
">• Manage metrics to measure team performance, coach and develop team members to raise the bar on resolving egregious issues
">• Identify, assess, track and mitigate program/project risks
">• Identify trends, themes, emergent topics, and insights through manual review and research of large and small data sets
">• Create, maintain, and disseminate project information to stakeholders
">• Build strategic relationships with stakeholders to drive policy change or improvements that ensure the best customer experience
">• Drive effective teamwork, communication, collaboration, and commitment across multiple disparate groups with competing priorities
">• Solve 'Trust busters' working together with other teams on most egregious and complex customer pain points
">• Participate in monthly and quarterly business reviews with senior leadership by providing impactful updates and being the voice of customer for the business
">Requirements:
">• CS or Tech Support operations experience
">• Experience in process improvement using Lean and Kaizen methods
">• Ability to use data and analytics to make informed decisions
">• Demonstrated
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