Amazon - Inquiry Lead - Program Management - IIM/MDI/ISB/FMS

The core functions of the Executive Inquiry Leader include:

1. Build detailed customer contact timeline, identify defects leading to the escalation and engage with stakeholders to finalize the root cause analysis and corrective/ preventive measures.

2. Acknowledge requests from Amazon executives (Directors and VPs) and timely communicate with an update/ response for their question.

3. Raise coaching requests and coordinate with CS sites for corrective actions/ closure within the defined SLA.

4. Focus on creating scalable, innovative solutions for current or new opportunities found through listening to customer feedback.

5. Draft executive level summaries in a narrative style format/ 5 why analysis of the defects along with the corrective/ preventive measures.

6. Ability to identify defects, assess scope of the issue, frame a problem statement by analyzing customer contact data and collaborate with POCs for improving or simplifying customer experience.

7. Identify potential brand risk basis customer contacts or escalations and consult Legal/ PR team for guidance on CS strategy.

8. Serves as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, and adherence to company policies and a bar raiser on customer delight.