• Bachelor's Degree
  • Experience defining program requirements and using data and metrics to determine improvements
  • 7+ years of experience delivering cross functional projects
  • 7+ years of experience in program or project management
  • 7+ years of experience managing teams
  • 7+ years of experience working cross functionally with tech and non-tech teams
  • Bachelor's Degree
  • Experience defining program requirements and using data and metrics to determine improvements
  • 7+ years of experience delivering cross functional projects
  • 7+ years of experience in program or project management
  • 7+ years of experience managing teams
  • 7+ years of experience working cross functionally with tech and non-tech teams
  • 7+ years of experience in auditing techniques, such as Gauge R&R
  • Expert skills in Tableau, Excel and Word (or similar programs)
Amazon’s mission is to be ‘Earth’s most customer-centric company’, and our award-winning Customer Service team is an essential part of that mission. We hire the world’s brightest minds, offering them an environment in which they can identify and relentlessly drive solutions to improve our customer experience. We do this every day by solving complex business and technical problems with ingenuity and simplicity. We’re making history and the good news is, we’ve only just begun.
Our expanding logistics products and services like Amazon Logistics, Global Specialty Fulfillment, and Amazon Delivery Technology are creating new customer segments, including drivers, recipients, shippers, and property managers. Shipping & Delivery Support (SDS) is a customer service organization dedicated to creating world-class support for these customers. Our primary mission in supporting customers is package delivery today and successful deliveries tomorrow.
SDS is hiring a leader who will own contact handling quality across a large network of associates. In this role, you will collate the actions our associates take to resolve customer issues and use this data to improve network performance. Using techniques such as sampling, auditing, and the Kano model, you will gain organizational consensus of what makes a “great” support contact and then work backwards to ensure all SDS contacts meet this standard. This is a leadership role where your team of auditors, program managers, and analysts will all work backwards from your vision. The work you will do is big, impacting millions of customers a year by ensuring they have the best possible experience when receiving assistance with their issue.
Job Responsibilities
  • Set a bold vision for contact handling quality across all of SDS
  • Define the strategy and lead execution for how SDS works towards great contact handling
  • Lead a team of auditors, program managers, and analysts who work to achieve your vision
  • Report on progress to SDS leadership weekly and monthly
  • Identify and overcome roadblocks preventing associates from providing great experiences to customers
  • Manage an organization wide project portfolio to ensure key goals are met
  • MBA or Advanced Degree
  • Lean/Six Sigma experience
  • A track record of conceptualizing and delivering innovative solutions to support customers and business operations
  • Certification in industry quality systems, such as ISO
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.