Earth’s Most Customer Centric Company is seeking an all-star leader to join our Global Outsourcing (GO) team within the Worldwide Customer Service organization. As the GO CX & Initiative Manager for the Americas, you will be responsible for developing and managing our Amazon outsourced network customer experience initiatives and compliance processes, cultivating operational excellence and partnering with Amazon teams to positively impact customer experience. This is a high-impact, high-visibility position that interacts with a diverse group of stakeholders and requires a self-directed individual with strong attention to detail and great organizational skills. There is a heavy focus on process design, data analytics and continuous improvement.
The right candidate will draw from previous work experience designing and deploying customer experience performance processes in a multi-site world-class customer support operation, and is ready to make tough data-backed decisions in a high-stakes, high-speed environment. They are passionate about legendary customer experiences, passionate about solutions and love getting into the weeds on any and all issues.


Key job responsibilities
-Leverage available data sources (customer feedback surveys, contact transcripts, operations performance data, etc.) to monitor existing metrics, develop and propose new metrics and generate innovative ways to analyze, evaluate and measure vendor performance. Collaborate with Analytics Teams on generation of reports & dashboards to aid better insights and analytics.
-Manage projects across Americas sites in areas of defect reduction, customer experience and themes emerging from escalations deep dives and manage transitions by documenting, communicating, and coaching teams of leaders
-Facilitate knowledge sharing & benchmarking among partners to draw upon best practices and thereby harness the power of the Network, to boost synergy & expertise.
-Provide day-to-day support, guidance and insights to real-time quality issues, escalations and emerging trends through ad-hoc analysis, creation of quality tips, knowledge center and self-help content.
-Onboard new regional sites to Americas Quality processes and procedures, implement certification processes where applicable
-Demonstrate a management style which encourages participation and ownership, along with a continuous focus on action, customer satisfaction, support personnel satisfaction and financial management
-Demonstrate outstanding ownership, not shying away from rolling up your sleeves to get things done
-Conduct all business with the highest ethical and professional standards.


A day in the life
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan