Executive Customer Relations Group Manager Overview : AMAZON Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world. Summary of Responsibilities : We are looking for an Executive Customer Relations (ECR) Manager to lead a team of ECR Specialists who solve the most egregious problems for our customers. The Executive Customer Relations manager - Lead and manage teams of Executive Customer Relations Specialists; responsible for the overall direction and performance of the team. Create metrics and dashboards to measure the team's performance. Coach and develop the team to raise the bar on handling egregious CX issues. - Solving complex customer service issues and proactively preventing negative service trends. - Build ECR project roadmaps and create scalable mechanisms to improve CX through Voice of the Customer (VOC). - Effectively partner and build productive working relationships with direct reports. Through VOC, create and influence/deliver projects where you will have the freedom to try bold new ideas and influence senior stakeholders in various teams (Retail, 3P, TRMS, Trans, FC and many others) to drive Customer Experience (CX) improvements and raise the bar in all areas. - Solve - Trust busters working together with other teams on most egregious and complex customer pain points. - Create, review, and refine detailed root cause analysis from escalations for the top level executives. - Identify root cause system and quality concerns contributing to poor customer experience and communicate actionable remedies as appropriate to CS management and department liaisons. - Participate in monthly and quarterly business reviews with senior leadership by providing impactful updates and being the voice of customer for the business. - Manage the career growth and development of the team by driving focus on Amazon's Core LPs. - Managing workflow, escalations and effectively delegating workload across the team. - Cultivate relationships across Amazon organizations to ensure successful business operations, quick identification and resolution of emerging issues. - Drive senior management understanding of issues affecting customers through customer advocacy, using data. - Serve as consultant and SME for CS to guide business decisions in the best direction for customers. Qualification &amp; Skills Required : - Experience of handling highly visible Executive Customer Relations. - Excellent written and oral communication skills. - Influencing skills and ability to work under pressure and cope with ambiguity. - Experience in direct interactions with senior stakeholders (Snr Managers, Directors and above) - Knowledge of Six Sigma/Lean Processes. - Good knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvements. - Executive presence and presentation skills. - Experience leading and motivating a diverse team. - Ideal candidate will be a role model on Customer Obsession, Ownership, Bias for Action and Insist on Highest Standards.

Hyderabad

Amazon - Manager - Executive Customer Relations Group  

Amazon - Manager - Executive Customer Relations Group   ,Job Description for Amazon - Manager - Executive Customer Relations Group   in Amazon in  Hyderabad for (4-6) years of experience. Apply Now!

Job Description for Amazon - Manager - Executive Customer Relations Group   in Amazon in  Hyderabad for (4-6) years of experience. Apply Now!