Senior Customer Experience Manager

hace 7 días


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

Amzn Support Srvcs Costa Rica is a leading provider of customer service solutions, dedicated to delivering exceptional experiences for our clients.

Job Description

We are seeking an experienced Executive Escalations Lead to join our team in Costa Rica. In this role, you will be responsible for resolving egregious customer issues and creating lasting solutions that benefit our customers worldwide.

Key Responsibilities
  • Lead and manage teams of D2AS ECR Specialists, overseeing the overall direction and performance of the team.
  • Manage metrics to measure team performance, coach, and develop team members to improve issue resolution.
  • Identify, assess, track, and mitigate program/project risks.
  • Create, maintain, and disseminate project information to stakeholders.
  • Bld strategic relationships with stakeholders to drive policy change or improvements ensuring best customer experience.
  • Solve 'Trust busters' working together with other teams on most egregious and complex customer pain points.
Requirements
  • CS or Tech Support operations experience.
  • Experience in process improvement using Lean and Kaizen methods.
  • Data analysis skills.
  • Ability to thrive in ambiguous and fast-paced work environment.


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