Global Customer Experience Strategist

hace 8 horas


San José, San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

About Us

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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.

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Job Description

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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.

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Key Responsibilities:

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• Lead and manage teams of D2AS ECR Specialists, responsible for the overall direction and performance of the team

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• Manage metrics to measure team performance, coach and develop team members to raise the bar on resolving egregious issues

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• Identify, assess, track and mitigate program/project risks

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• Identify trends, themes, emergent topics, and insights through manual review and research of large and small data sets

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• Create, maintain, and disseminate project information to stakeholders

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• Build strategic relationships with stakeholders to drive policy change or improvements that ensure the best customer experience

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• Drive effective teamwork, communication, collaboration, and commitment across multiple disparate groups with competing priorities

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• Solve 'Trust busters' working together with other teams on most egregious and complex customer pain points

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• Participate in monthly and quarterly business reviews with senior leadership by providing impactful updates and being the voice of customer for the business

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Requirements:

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• CS or Tech Support operations experience

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• Experience in process improvement using Lean and Kaizen methods

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• Ability to use data and analytics to make informed decisions

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• Demonstrated



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