Are you customer-obsessed, data oriented, and confident in proposing opportunities to improve the customer experience for our internal Amazonians? Amazon is looking for an experienced, talented and highly motivated individual to join our Expense Experience and Frugality Program in Arlington, VA. We are seeking a Sr. Program Manager who will primarily support CX analytics, customer feedback, and opportunities to improve our employee’s experience in the Expense Reimbursement space. You will join an expanding team responsible for driving improved spending behavior for all of Amazon’s over 1.1MM employees in over 60 countries. This includes ownership of the overall employee experience with relation to their journey from procuring goods and services on behalf of Amazon, to expense processing; while ensuring alignment with transparent policies and making smart spending decisions in line with our core Leadership Principle of Frugality.
As a Sr. Program Manager, you will work to ensure a best-in-class experience for our employees who spend on behalf of the company. You will define and own the program structure which strives to make it as customer obsessed as possible for an employee to make smart procurement decisions in line with Amazon policy. Your will be responsible for creating experience monitoring mechanisms, improving usability and messaging of expense tools, influencing the responsibilities and activities of support center teams, leading regular business review meetings with senior leaders, and meeting or exceeding key employee expense CX goals.
The right candidate will be excited about the opportunity to be our Employee Customer’s advocate and influence their experience at Amazon!
Key job responsibilities
- Manage Ambiguity: Understand complex business problems across business units, geographies and product lines to create hypotheses and translate this into analysis requirements and identify meaningful insights that help Amazon improve our customer experience.
- Stakeholder Management: Build strong relations with internal stakeholders to understand priorities, define our roadmap and to collaborate and work with them on studies and actions to implement product and service solutions.
- Customer-Focus: Plan and deliver customer insight products by working backwards from customer needs, for example: scoping each unique effort, design, data collection, data analysis, customer engagement, and providing recommendations which are presented to senior leadership.
- Innovation: Identify, track, and monitor industry/experience trends and drivers of customer satisfaction.
- Teamwork: Work cross functionally with peers/colleagues globally to support training, best practices, and shared opportunities.
- Methodologies: Develop new methodologies and standards for measuring and customer experience.
