![]() ![]() Cross-functional communications are created as necessary to ensure all stakeholders are informed and needs are aligned. The role represents, verbally and in writing, complex decisions, tough trade-offs, and potential solutions clearly to leaders to help them understand the decisions they have to make and what options they have. The role also manages senior leader stakeholders across the organization toward shared goals, aligning teams toward coherent strategies and effective business approaches. The role is trusted to operate with complete independence and is often assigned to focus on areas where the strategy or problems have not yet been defined, driving discussion proactively among director and VP business leaders on complex or disruptive solutions. ![]() ![]() The work focuses on efforts that solve significantly complex or persistent problems. The role is responsible for defining and delivering important solutions with broad cross-organizational and business impact. The leader is overall responsible for the teams that create strategy and lead programs designed to detect root cause customer experience issues found in escalations and general customer feedback, incorporates research and analytics, then surfaces them in a consumable way to root-cause owning leaders for systemic solutions. In addition to the VOC, all of CSCA's products use combinations of both quantitative data analysis and qualitative information to provide deeper insight into the customer journey and potential business impact beyond individual customer pain points. The leader directs several teams through a variety of mechanisms to identify opportunities and engage business owners which start with a direct customer anecdote or problem identified through customer interaction. Goals that drive this role include WWCS consumer EIL service level and quality targets for summaries, along with a suite of standardization targets ranging from recruiting, training and content development/standard operation procedures (SOPs) to job codes and customer data security standards for ECR and voice of customer (VOC) teams. Working with teams across the organization to do the end-to-end root cause analysis, the leader challenges good-intentions and drives accountability to fix root-cause misses or design new processes when our current state is not sufficient, facilitating a better CX. This also includes being the STO of the Executive Inquiry Leader (EIL) team within ECR which handles situations where our executives request an in-depth written document complete with action items identified for resolution both within and outside of CS. The leader owns customer experience (CX) ranging from customer facing resolution of CEO addressed contacts, to defining and resolving CS and business processes across Amazon’s Consumer platforms. This includes new market launch readiness, new and existing content updates, program management and operational excellence for ECR support globally. The leader is the single-threaded owner (STO) of worldwide the Executive Customer Relations (ECR) program, drives the strategic direction for the channel, and owns the roadmap. Job summary The Senior Manager Customer Service Customer Advocacy (CSCA) leads a global organization which owns several products designed to align customer problems and experiences with the right owners and drive root cause resolution utilizing complete mechanisms.
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