Les offres de “Amazon”

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Amazon Business Concessions Abuse Program Manager

  • Marigny-les-Usages (Loiret)
  • Gestion de projet / Produit

Description de l'offre

DESCRIPTION

The Amazon Business (AB) Customer Service (CS) Concessions Abuse Program Manager is a global role that will include interaction with global teams and require a strong ability to communicate effectively with various business teams. The right candidate loves solving complex problems, is passionate about stopping bad actors and protecting customers. You should also have strong analytical skills and a proven track record of being able to successfully identify a solution, prepare a plan and execute it with strong results.

As the Concessions Abuse Manager, you will work on improving Amazon's customer experience and bottom-line profitability by reducing root-cause defects that lead to customer concession events (e.g., product returns, replacements, and other forms of customer remediation). In this role, you will handle a wide array of responsibilities, including: 1) partnering with local/global stakeholders to manage concession reduction projects (and savings tracking); 2) using data analysis to discover concession reduction opportunities and creating strategic intent to fix these issues; and 3) generating and disseminating program status updates and reporting that provide detail on overall program performance.

Key Responsibilities:
· Manage a team of Customer Service Associates supporting concessions abuse globally for Amazon Business.
· Ability to set the vision and culture of the team by handling individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets
· Carry out supervisory responsibilities in accordance with Amazon's policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning and assigning work; rewarding and reviewing employees; and effective conflict resolution
· Providing project management and cross-functional support on key improvement initiatives.
· Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments
· Should be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving and is passionate about excellent customer service.

Profil recherché

BASIC QUALIFICATIONS

Basic Qualifications:
· 3+ years leading people/teams and interacting and building rapport with teams of all levels
· 3+ years of project/program management and facilitation of process improvement initiatives across business operations
· 5+ years of experience managing cross-functional programs, including external and internal stakeholders
· Experience communicating and presenting to groups
· Proficiency with Microsoft Office products
· Previous or current relevant customer service leadership role experience.
· Self-starter capable to taking initiative and working with minimal direction.
· Strong communication verbal and written communication skills.
· 24/7/365 availability, including willingness to work on weekends, and outside of the "standard" work day
· Ability to work successfully in a dynamic, ambiguous environment

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