The Luxury Stores Customer Service Program Manager will be responsible for developing, implementing, and overseeing end-to-end customer service operation and roadmap that supports Luxury Stores’ growing selection and customer base. The scope may evolve with our elevated Customer Service strategy to support scaling support for a broader range of “high-price, high-consideration” businesses such as Shopbop, Premium Fashion and Beauty. This role requires a strategic thinker with strong leadership, analytical and problem-solving skills, as well as a passion for customer satisfaction in luxury retail.
Key job responsibilities
1. Support team building and people management of Luxury Stores customer service team, including hiring, onboarding, training and development of a team of CS operation managers, team leads and associates.
2. Collaborate with cross-functional teams including Product Managers, Program Managers, Amazon Store Customer Service , Operation and Tech partners to develop and implement customer service operation workflows and policies to help enhance luxury customer satisfaction and loyalty, and ensure seamless customer experiences across all touchpoints.
3. Design, improve and oversee training and coaching programs for customer service representatives to improve their skills and knowledge.
4. Support Luxury Stores Product Manager to optimize customer service system as well as related technologies and tools to help increase efficiency and effectiveness, act as point of escalations when there is technical blocker for CS team to support luxury customers.
5. Establish and monitor key performance indicators (KPIs) for Luxury Stores’ customer service workstreams. Analyze customer feedback and service metrics to identify areas for improvement and implement necessary changes to improve holistic Luxury Stores experience.
6. Create and maintain documentation for customer service processes and best practices, launching mechanisms to help streamline operations, improve productivity and reduce cost to serve.
7. Support CS resource projection and requirement gathering for customer service initiatives.
8. Provide regular reports, documentations (WBR, QBR, OP1, Narratives) and presentations to senior management on Customer Service program performance and outcomes.
9. Support Luxury Stores Product Manager to build the north star vision, roadmap and programing of elevated customer service in Amazon that serves a suite of high-price, high-consideration businesses such as Shopbop, Premium Fashion and Beauty.
