Voice of the Customer Program Specialist

Job ID: 1037871 | Amazon.com Services LLC

DESCRIPTION

Not many teams aspire to zero. In the Worldwide Returns & ReCommerce (WW R&R) group at Amazon, we are dedicated to ‘making zero happen’ – zero cost of returns, zero waste, and zero defects – to benefit our customers, company, and environment. We do this by developing groundbreaking products and driving unparalleled operational excellence to help customers keep what they buy; discover great deals on quality open box, used, and rental items; recover returned and damaged product value; keep thousands of tons of waste from landfills; and create the best customer returns experience in the world. We have an eye to the future – we create long-term value at Amazon by focusing not just on the bottom line, but also on the planet and our people.

We are a rapidly growing organization with a sustainability goal to change the way our customers think about and purchase refurbished, open-box, and used products. Joining this team gives you the opportunity to help customers discover great deals on products for their needs across multiple channels. You will lead the Voice of the Customer (VOC) Program, owning the VOC Roadmap and related mechanisms. You will develop deep dive analyses to explore business questions, identify opportunities to improve the customer experience, and mitigate VOC program risks. You will be WWR&R’s champion of this new feedback mechanism and drive adoption of the VOC program and tools across the organization.
In this role, you will:
· Drive VOC Program strategy, roadmap prioritization, and execution for WWR&R.
· Manage VOC projects and initiatives, own VOC reporting and metrics, and work with Product Managers, engineers, and others to dive deep, deliver results, invent and simplify.
· Work hand-in-hand with the WWR&R’s CX Lead to evolve WWR&R’s VOC vision and strategy.
· Develop and implement targeted approaches to deep dive within VOC tools and prioritize VOC investments.
· Work with Marketing and Operations to prioritize and deliver Content Management System (CMS) improvement opportunities generated from VOC analyses.
· Develop CMS training and serve as the subject matter expert for the CMS tool.

BASIC QUALIFICATIONS

· Bachelor’s degree from an accredited institution.
· 2+ years' experience with analytical, critical thinking, and data gathering skills, including the ability to translate large amounts of data into actionable solutions.
· 2+ years' experience working independently in ambiguous and rapidly changing environments.
· 2+ years' experience influencing, negotiating, and communicating with internal and external stakeholders.
· Strong analytical skills, customer focus, great judgment, and creative problem solving skills.
· Demonstrated experience managing a project or program, including defining the vision and roadmap, driving adoption, monitoring risks and issues, and communicating outcomes.
· Excellent verbal, written, and interpersonal communication skills.
· Bias for action and ability to manage competing priorities and make difficult trade-offs to meet deadlines.

PREFERRED QUALIFICATIONS

· Bachelor’s degree from an accredited institution.
· 2+ years' experience with analytical, critical thinking, and data gathering skills, including the ability to translate large amounts of data into actionable solutions.
· 2+ years' experience working independently in ambiguous and rapidly changing environments.
· 2+ years' experience influencing, negotiating, and communicating with internal and external stakeholders.
· Strong analytical skills, customer focus, great judgment, and creative problem solving skills.
· Demonstrated experience managing a project or program, including defining the vision and roadmap, driving adoption, monitoring risks and issues, and communicating outcomes.
· Excellent verbal, written, and interpersonal communication skills.
· Bias for action and ability to manage competing priorities and make difficult trade-offs to meet deadlines.