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Senior Concession Specialist
1 week ago(6.11.2018 14:38)
Amazon Europe Core - DE
Company/Location (search) : Country (Full Name)
Amazon’s Customer Service (CS) Team is looking for a Customer Experience Manager that can work independently in a fast paced, ambiguous environment. The role will be responsible for providing analysis and project management to drive improvements on concessions. The ideal candidate will be comfortable in a fast-paced multi-tasked environment; will be technical savvy, a creative and analytical problem solver with a passion for excellent customer service. The candidate will understand the root cause of issues, highlight opportunities for process improvements and work closely with cross functional teams to roll out these process improvements. The role will require collaboration with business and development teams across the company to understand the business and project requirements that drive improvement. The successful candidate will be a person who enjoys and excels at diving into data to identify root causes, derive patterns and determine long-term solutions that ensure superior customer experience.
The Responsibilities: · Relentlessly advocate for customers and drive process changes which eliminate the root causes driving customer-facing defects. · Be the point person for concessions within the German Customer Service, and act as the expert in concessions for fulfillment, transportation and retail teams. · Implement initiatives from the EU Concessions Program Management on a local country level across multiple teams and manage the delivery of related projects. · Gain a deep understanding of the processes that are underpinning the metrics and goals and perform deep dive analysis on the data using Excel, SQL and other data management systems. · Build business cases, design and test solutions that address inherent problems in either the process or the outlined goals. · Regularly create and present, in review forums, business facing reports highlighting and your findings and recommending data driven solutions to address emerging trends. · Partner with Customer Service Operations, Retail, Transportation and other teams to drive optimal cross functional decisions.
· Bachelor’s degree required · 4+ years of relevant professional experience · Quantitative data analysis and advanced Excel skills · Proven track record of cross-functional project management · Excellent written and verbal communication skills in English and German