Amazon strives to be the world’s most customer centric company. Amazon Customer Service (CS) is looking for a Sr Anecdotes Advocacy program manager who has the ability to influence and educate Amazon business teams to implement Anecdote mechanisms that identifies and improves important moments to our customers that are not easily seen in the data alone.
The Customer Anecdotes team uses storytelling principles to leverage and enhance a leadership culture that is eager to take on improving the customer’s experience.
We gather and transform anecdotes to be used as a conversation that inspires the customer obsession in each of us. This use of the customer’s voice as the starting point in our conversations ensures that we are consistently working backwards to provide direct value to our customers in our day-to-day operations.
We are looking for an entrepreneurial, innovative, and customer obsessed program manager who excels at building relationships and who will lead the Anecdote Advocates adoption strategy globally across multiple business teams within Amazon.
You must be able to rapidly understand complex business processes and identify the full range of impacts related to the customer experience.
You will build collaborative relationships with L7+ stakeholders and partners, working closely to understand business needs and create and execute your Anecdote Advocates roadmap.
You will be responsible for content development and operations of the Anecdote Advocates program while providing ongoing program support for these business teams.
We need an individual who thrives in a dynamic, fast-paced environment while collaborating with our globally dispersed partners who will oversee implementation and program support for Anecdotes mechanisms.
You will perform frequent documentation and writing tasks to effectively communicate complicated problems, strategies, and results to senior-leaders.
You must be comfortable in ambiguous, experimental, and innovative spaces with aggressive schedules.
Responsibilities include :
Create and execute a roadmap to gain adoption from L7+ business leaders for Anecdote Advocates or related Anecdotes mechanisms.
End-to-end ownership of both planning and execution responsibilities for assigned project / s.
Program managing key aspects of Anecdote Advocates and newly developed learning programs.
Creation and execution of closed-loop feedback mechanisms to determine the efficiency and impact of the project (e.g., surveys, small focus groups, etc.).
Working with diverse stakeholders to pilot and launch Anecdote related mechanisms
Identify process improvement strategies to expedite or improve the quality of materials being delivered
Maintain a dashboard of all project statuses, completion goals, backlog items, and metric tracking for visibility across the organization
Provide stakeholder communications for all projects
Communicate to senior leaders through white papers on the status of anecdote programs, escalations and projects
Some travel required, primarily for program launch support and training ( 20%)
6+ years of experience in project management with a focus on educational programs, content and instructional design
Demonstrated experience influencing at an executive level
Bachelor’s degree OR 6+ years of relevant work experience
Experience in a customer service organization
Strong written and verbal communication skills
Excellent communication, presentation, and storytelling skills
Proven ability to create innovative solutions to solve real customer problems
Proven ability to think strategically and execute tactically
Proven track record of taking ownership, building and maintaining relationships and driving results
Demonstrated ability to manage multiple projects and competing priorities simultaneously
Ability to manage ambiguous projects, identify and solve blockers, and know when to escalate
Demonstrated strong attention to detail
Ability to distill problem definitions from informal business requirements
Ability to maintain composure in dynamic and high pressure situations
MBA or Master’s degree
Marketing content creation, print, multi-media, website, etc.
Bias for action and willingness to jump in and learn as you go in an ambiguous environment
Ability to work independently, take on large amounts of responsibility and condense a variety of strong opinions in a dynamic environment
Strong organizational skills to keep projects focused and on task
Proven ability to drive and manage multiple, competing priorities and projects with urgency in a fast-paced environment where continuous innovation is required
Amazon is an Equal Opportunity-Affirmative Action Employer Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation / Age