Customer Care Program Manager II, Worldwide Grocery Stores (WWGS) Support Services

AI in this role

Customer Care Program Manager responsible for creating SOPs, training materials, and managing support services.

crm

program-managementcustomer-serviceprocess-improvement

Responsible for serving as subject matter expert on assigned areas of Customer Care support for phone, email, social care and other customer-facing channels. Creates SOPs, knowledge base articles and training to support the contact center partner in answering customer queries in an accurate and timely manner. Monitors customer inquiry trends and patterns to identify areas of concern for the company, marketing, stores and regions.

Key job responsibilities
- Manages the Customer Care program for assigned topic areas, providing a high level of support on escalated issues.
- Partners with cross-functional Team Members across store, region, and other relevant groups, to ensure effective understanding and response to customer inquiries and concerns.
- Manages the Customer Care SOPs and concession policy for assigned program areas.
- Creates the supporting training materials, job aids, knowledge articles and email template for use by Tier 1 and Tier 2 contact center agents.
- Updates customer care leadership and business partners on key metrics concerning customer care for assigned program areas.
- Identifies trends and risks in assigned care program area.
- Ensures standard methods and templates are adapted and applied in an efficient and effective manner.
- Manages program launches for assigned program areas.
- Manages assigned vendor partner relationships to ensure quality and productivity KPIs are consistently met or exceeded.
- Recommends process or workflow improvements to team leadership based on agent CSAT feedback and quality evaluations.
- Manages purchasing estimates and commitments for assigned program area.
- Participates in on-call rotation; responds to alerts and system issues.
- Applies basic research, information gathering and analytical skills to select appropriate alternatives from defined options, collect required documentation and verify conformance with standards, assess accuracy of detailed information.
- Handles detailed, structured problems; identifying roadblocks to task completion.
- Exercises good judgment within defined procedures and practices to determine appropriate action.

Basic qualifications

- 3+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
- Strong experience using CRM technologies or social media management tools to create efficiencies and improve the customer experience.
- Advanced proficiency to analyze data for trends and synthesize into recommendations for training or process improvements.
- Solid proficiency in developing / implementing customer retention offerings to enhance customer experience.
- Advanced experience creating training presentations, knowledge base articles and email templates.
- Advanced communication skills, including written, verbal, and listening.
- Able to communicate technical information effectively to non- technical audiences and stakeholders.
- Maintains positive working relationships with supported functional stakeholders and third-party service provider representatives, proactively engaging to understand objectives and issues.
- Able to identify alignment / misalignment of team project goals with larger organizational strategy, goals, and objectives.
- Understands the WFM product mix, supply base, and retail operations.

Preferred qualifications

- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, TX, Austin - 74,200.00 - 129,800.00 USD annually
USA, VA, Arlington - 74,200.00 - 129,800.00 USD annually
USA, WA, Seattle - 82,700.00 - 129,800.00 USD annually

How we rate this

Customer Care Program Manager II, Worldwide Grocery Stores (WWGS) Support Services at Amazon rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.

Prepare for this job

A free preview built only from this posting: what it asks for, what you could be asked in an interview, and how to adjust your resume.

Skills and AI tools this role asks for

Program ManagementCustomer ServiceProcess ImprovementCrm

Questions you could be asked

Tell me about a project where program management was part of your work. What did you do?
Tell me about a project where customer service was part of your work. What did you do?
Tell me about a project where process improvement was part of your work. What did you do?
What's a project where you used Crm hands-on?

Adapt your resume

List these exact terms on your resume: Program Management, Customer Service, Process Improvement, and Crm. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them — a tool named with nothing behind it rarely survives a human read.

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