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Job description
Customer Care Program ManagerResponsible for serving as subject matter expert on assigned areas of Customer Care support for phone, email, social care and other customer-facing channels. Creates SOPs, knowledge base articles and training to support the contact center partner in answering customer queries in an accurate and timely manner. Monitors customer inquiry trends and patterns to identify areas of concern for the company, marketing, stores and regions.Key job responsibilities include managing the Customer Care program for assigned topic areas, partnering with cross-functional team members across store, region, and other relevant groups, managing Customer Care SOPs and concession policy for assigned program areas, creating supporting training materials, job aids, knowledge articles and email templates for use by Tier 1 and Tier 2 contact center agents, updating customer care leadership and business partners on key metrics concerning customer care for assigned program areas, identifying trends and risks in assigned care program area, ensuring standard methods and templates are adapted and applied in an efficient and effective manner, managing program launches for assigned program areas, managing assigned vendor partner relationships to ensure quality and productivity KPIs are consistently met or exceeded, recommending process or workflow improvements to team leadership based on agent CSAT feedback and quality evaluations, managing purchasing estimates and commitments for assigned program area, participating in on-call rotation; responding to alerts and system issues, applying basic research, information gathering and analytical skills to select appropriate alternatives from defined options, collect required documentation and verify conformance with standards, assess accuracy of detailed information, handling detailed, structured problems; identifying roadblocks to task completion, exercising good judgment within defined procedures and practices to determine appropriate action.Basic Qualifications- 3+ years of program or project management experience- Experience using data and metrics to determine and drive improvements- Experience working cross functionally with tech and non-tech teams- Strong experience using CRM technologies or social media management tools to create efficiencies and improve the customer experience.- Advanced proficiency to analyze data for trends and synthesize into recommendations for training or process improvements.- Solid proficiency in developing / implementing customer retention offerings to enhance customer experience.- Advanced experience creating training presentations, knowledge base articles and email templates.- Advanced communication skills, including written, verbal, and listening.- Able to communicate technical information effectively to non- technical audiences and stakeholders.- Maintains positive working relationships with supported functional stakeholders and third-party service provider representatives, proactively engaging to understand objectives and issues.- Able to identify alignment / misalignment of team project goals with larger organizational strategy, goals, and objectives.- Understands the WFM product mix, supply base, and retail operations.Preferred Qualifications- 3+ years of driving end to end delivery, and communicating results to senior leadership experience- 3+ years of driving process improvements experience- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization- Experience building processes, project management, and schedulesAmazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers.
Worksite address
arlington, VA, 22201, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.