Senior Manager, EU CXI, Amazon Customer Service

Job description

Amazon Customer Service (CS) is a large and global organization, obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it. Whether customers interact with our self-serve solutions or CS Associates, we work hard to make sure they have a delightful experience with us, each and every time. We are looking for a customer-obsessed product leader to join us as a leader for the Customer Experience Improvement org within Customer Service. You will lead our team of program managers, product managers, business analysts who dig deep into customer friction, trace it back to its source, and drive upstream and downstream product and programmatic improvements to improve CX. Your teams will own the roadmap of EU strategic initiatives while also responding to emerging issues that need immediate attention. Key job responsibilities The role requires someone who can use significant expertise and high judgment to distill diverse inputs from large customer segments and stakeholders to set a vision and design the right long-term solutions. You will spend your time analyzing customer friction data to identify the biggest opportunities and building compelling cases for improvements. This means diving deep into significantly complex problems where defects…