Sr. Program Manager, Brazil Customer Experience Improvement, Americas Customer Experience

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About this role

Sr. Program Manager, Brazil Customer Experience Improvement, Americas Customer Experience Sao Paulo, Sao Paulo, BRA At Amazon, we are working to be the most customer-centric company on earth. To do this, we look for the world's brightest minds, offering an environment in which they can advocate for customers and solve complex problems on their behalf, with ingenuity and simplicity. The Sr. Program Manager, Americas Customer Experience, is a core member of Amazon's Customer Service (CS) organization. This team proactively engages with business stakeholders across the company to leverage the voice of the customer, drive continuous improvement, and launch new programs across some of the fastest growing markets in the world. A successful candidate will have experience managing complex business challenges and have the ability to influence and drive large cross-functional initiatives forward. They will have a strong bias toward data driven decision-making, and an innate ability to understand how metrics relate to business problems. Because the person in this role will influence team members across multiple countries, you will also need to be highly collaborative and able to influence without authority. Key job responsibilities Drive the expansion and management of a strategic roadmap involving unique and innovative customer solutions. Define areas of focus/opportunity supported by analysis, develop solutions, identify owners, set delivery/completion dates and set up mechanisms to ensure programs are on track. Proactively identify and resolve issues that affect customer experience and may impair the team's ability to meet strategic, product, and technical goals. Actively build relationships across Amazon

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