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Description

Amazon Go is a new kind of convenience store with no lines and no checkout—you just grab and go! Customers simply enter the store, take what they want from our selection of fresh, delicious meals and grocery essentials, and go! Learn more at amazon.com/go.

Interested in working on an innovative and high-impact business that is changing the way customers think about convenience? We are looking for a bright, customer obsessed, and motivated individual to join the Amazon Go team.

The candidate will have strong qualitative, quantitative, analytical skills and be comfortable building and running a program from end to end-- defining metrics and processes. As the Owner for the Voice of the Customer (VOC) program the candidate will be responsible for developing a robust and cohesive VOC program that allows our organization to react to customer escalations seamlessly. The candidate will leverage data to drive proactive actions that will improve the customer experience.

The candidate will provide strategic business guidance to leadership and will work with senior business leaders to set the vision, direction and roadmap of the program in steady state, weekly/on-going sharing of data and trends.

The candidate will possess a strong program management background and will have demonstrated experience leading medium to large projects. You must be able to thrive and succeed in an ambiguous environment and not be hindered by competing priorities. This means you are not only able to develop and drive high-level strategic initiatives, but can also roll up your sleeves, dig in and get the job done. You will anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs versus technical and operational constraints.

This is a new role, so the right candidate can work independently, will want to roll up their sleeves, and is comfortable working across functions and in unstructured, ambiguous problems. They will be building strategy, programs, metrics and tools from scratch. The successful candidate possesses high business judgement, a strong track record of program and stakeholder management and relationship building, and an ability to lead across the different levers that influence on-partner growth."

Key job responsibilities

• Be the subject matter expert in consuming customer sentiment as a source of initiating continuous improvement and new initiatives

• Set clear, measurable VOC quality goals for the organization in a data-driven way and report results regularly

• Drive effective teamwork, communication, collaboration and commitment across multiple disparate groups with competing priorities

• Partner with BI/Analytics, Field Operations, Marketing/Insights, Category to deliver and support long-term strategic goals & vision for the VOC program

• Collaborate with other business lines like Amazon Fresh and Whole Foods to create a cohesive VOC program among the greater World Wide Grocery Stores (WWGS) organization

• Serve as the primary contact for the central customer service organization while working to improve customer service standards

• Required to travel based on business needs no more than 50% of the time.

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 owning program strategy, end to end delivery, and communicating results to senior leadership

• Self-starter, experiencing building business strategies and define customer strategies with use of customer data and consumer insights

• Partnering with BI/Analytics, Field Operations, Marketing/Insights, Category to deliver and support long-term strategic goals & vision for the VOC program

• Strong written communication skills (doc writing and news flashes)

Preferred Qualifications

• 2+ years of driving process improvements experience

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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.