Amazon.Com, Inc. Seattle , WA 98113
At Alexa Shopping, we strive to enable shopping in everyday life. We allow customers to instantly order whatever they need, by simply interacting with their Smart Devices such as Amazon Show, Spot, Echo, Dot or Tap.
Our Services allow you to shop, no matter where you are or what you are doing, you can go from 'I want that' to 'that's on the way' in a matter of seconds. We are seeking the industry's best to help us create new ways to interact, search and shop. Join us, and you'll be taking part in changing the future of everyday life.
We are looking for a strong Program & Operations Manager to design and drive business critical programs, with operations support, targeted at improving customer experience (CX) and create positive business impact for Alexa shopping. If you are customer obsessed, passionate about people and data, agile, have ability to influence leadership teams and like working with partner teams across time zones then this role is for you.
This is a people manager role and will involve managing a team of program managers and a operations team. The person will
a. Own key CX Quality metrics that measure customer's shopping success in interacting with Alexa
b. Design and drive business critical programs that bring a programmatic focus to improving these metrics and goals, some of which may be SVP/VP goals.
c. Collaborate with tech, business & ops teams and influence them in order to deliver best product and features to improve CX.
d. Provide updates to Alexa shopping leadership team on key programs, processes and metrics
e. Build and drive mechanisms to ensure delivery on key actions from leadership reviews
f. Highlight any bottlenecks that block progress, propose potential solutions and drive implementation
g. Drive continuous focus on process excellence and quality.
h. Set high hiring and performance bar, define and drive performance management strategy, create mechanisms to measure and benchmark talent at various levels in the function, identify top talent and create leadership pipeline for self and all levels in the team.