Expert Program Manager

hace 16 horas


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

Company Overview

Amzn Support Srvcs Costa Rica is a leading organization in the customer experience management space. Our team is dedicated to delivering exceptional experiences to our customers, and we're seeking a talented Expert Program Manager - Customer Experience Lead to join our ranks.

Job Summary

This role will serve as the main point of contact for Engagement Leaders and customers in creating intakes from the business. The successful candidate will lead and schedule global GEMBA sessions for their specific customer group, utilizing customer experience inputs to develop and influence improvement opportunities grounded on the team's goals.

Key Responsibilities

  • Serves as the primary point of contact for Engagement Leaders and customers in the creation of intakes from the business.
  • Leads and schedules global GEMBA sessions for their specific customer group.
  • Utilizes customer experience inputs to develop and influence improvement opportunities grounded on the team's goals.
  • Understands and drives adoption of customer-impacting metrics, understands end-to-end experience, and champions recommendations for change.
  • Develops data-driven presentations independently.
  • Collaborates with Legal and HR Risk and Compliance to review process/policy from internal/external sources in ambiguous circumstances.
  • Analyzes data to create business cases, influence policy, and drive enhancements.

Required Skills and Qualifications

Strong command of English is a must. Ability to learn new technology fast is required. Basic understanding of e-commerce, technology, statutory compliance function, and features is essential. Lean/Six Sigma or other PM certifications are desirable. Other EU Languages are a plus.

Benefits

This role offers a unique opportunity to work with a dynamic team, driving customer experience initiatives and making a real impact. If you're passionate about delivering exceptional customer experiences and have a strong background in program management, we encourage you to apply.



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