Investigations Program Manager, Amazon Autos

Amazon Autos Customer Service (CS) is seeking a talented Program Manager to lead our investigations program for escalations and resolutions.

In this role, you will be responsible for:

Establishing robust processes and workflows for conducting thorough customer experience (CX) investigations. This includes clearly defining ownership and accountability for different types of escalations.

Conducting deep-dive analyses to identify root causes (RC) of customer issues and concerns. You will then work cross-functionally to effectively prioritize and communicate these findings to key stakeholders.

Owning the development and implementation of mechanisms that enable the Customer Service team to efficiently mitigate and resolve customer-impacting defects. This involves creating a clear pathway to resolutions and empowering the CS team to address escalations.

The ideal candidate will thrive in an ambiguous, fast-paced start-up environment. You should be comfortable taking initiative, driving process improvements, and collaborating with diverse stakeholders. Strong communication, analytical, and problem-solving skills are a must.

If you are passionate about delivering exceptional customer experiences and helping build scalable solutions, we encourage you to apply for this exciting Program Manager role.

Key job responsibilities

* Manage escalated customer support issues and oversee investigations program

* Establish robust investigation processes, SOPs, and reporting for escalations and resolutions

* Partner with customer service operations to swiftly address executive escalations and resolution requests

* Proactively identify and drive operational/system improvements to enhance customer experience

* Document and continuously update SOPs for escalations, resolutions, and investigation processes

* Collaborate cross-functionally to ensure SLA compliance for customer escalations

* Investigate root causes of issues, ideate solutions, and communicate impacts to stakeholders

* Provide executive-level reporting and recommendations on escalations and process enhancements

* Equip customer service teams with training and guidance on escalation management requests

A day in the life

In this role, you will be accountable for investigating escalations and providing guidance to Customer Support team and stakeholders on resolution. On a day-to-day you will work closely with Customer Service Operations team and cross-functional partners to provide customer resolutions.

About the team

Amazon Autos is a new business aimed at improving the car-buying experience for Customers. Amazon Customers can now search for and view vehicles for sale in their local area, across multiple brands, with no-haggle pricing and lending, and have confidence the vehicles are in-stock. When the customer is ready to purchase a specific vehicle, they can complete the transaction on Amazon.com from the comfort of their home knowing they received a fair price and best available interest rate.

BASIC QUALIFICATIONS

- 3+ years of program or project management experience

- 3+ years of defining and implementing process improvement initiatives using data and metrics experience

- Experience using data and metrics to determine and drive improvements

- Experience working cross functionally with tech and non-tech teams

- Experience in dealing with executive escalations or investigations.

PREFERRED QUALIFICATIONS

- Master's degree

- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

- Experience with customer service teams and/or in customer-facing roles.

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

---