At this company, we’re working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, innovative and driven leaders. Are you excited about taking on the responsibility of working with a team that is focused on developing best-in-class travel programs for Tech Company employees? If so, we are currently seeking an experienced and dynamic manager to bring their leadership and expertise to support the Travel Experience and Engagement function of the Global Travel and Events program. In this role we are seeking a customer obsessed Travel Experience and Engagement Manager to develop and drive strategies on program communications, policy, customer experience, and traveller programs. We are looking for a leader that can dive deep, learn and be curious, and think big as it relates to our category strategies and supplier partnerships within our global travel and events program.
The Travel Experience and Engagement Manager for Global Travel and Events program will be part of a team of Travel and Events category experts responsible for the effective creation and implementation of the way in which we engage and understand our customers, starting with the customer first and working backwards to develop communications strategies, training, education, policies and programs that delight our customers and drive them to adopt our program naturally and enthusiastically. This role will be responsible for owning the voice of the customer feedback and taking actions to ensure that is the priority which shapes our initiatives and helps to steer the direction of the program. This is a role for an innovative and strategic thinker who understands how to dive deep in order to surface critical information that will shape strategy. This role will significantly contribute to building the travel and events program roadmaps and drive program utilization. This is a high visibility position offering opportunities for meaningful impact and deep collaboration with senior leaders and vendors across all geographies.
The individual in this role must quickly develop partnerships with internal stakeholders, 3rd party partners, and senior leadership to build alignment and drive program goals, key projects, and initiatives.
Key job responsibilities
– Develop communications strategy that engages and inspires our customers on the team’s mission, policies, programs, tools, processes and programs
– Develop communication plans that think long-term, tying multiple communication moments together into broader strategies
– Develop new ways to reach customers through, training, education, policy guidance that drives adoption of the program.
– Oversee the dissemination of travel and meeting information and training across multiple platforms
– Support the creation delivery mechanisms to disseminate information that is actionable and raises awareness
– Transform complex business processes and policies into clear, concise and appealing content
– Develop and monitor key performance indicators
– Oversee qualitative feedback initiatives to gather support and insights to help develop program strategies
– Develops strategies to obtain critical customer experience data and customer sentiment
– Provide a 360 view of the customer across the program, embedding customer insights into key business initiatives and practices
– Thoughtfully support and lead our customer research capabilities, and champion segmentation
– Monitor online platforms for employee feedback
– Works with the team on the development of traveler programs (e.g. training and program awareness, policy training (both internal and external) to improve the customer experience and drive adoption
We are open to hiring candidates to work out of one of the following locations:
Arlington, VA, USA | Austin, TX, USA | Charlotte, TX, USA | Dallas, TX, USA | Nashville, TN, USA | Seattle, WA, USA | Sumner, WA, USA
BASIC QUALIFICATIONS
– 10+ years in customer service and customer experience roles
– 5+ years in managing communications, outreach, policies and training programs
– 5+ years demonstrated experience in utilizing data to support the development of business strategies
– Outstanding analytical, conceptual, and problem-solving abilities with results-focused approach is required
– Highly self-motivated and able to work independently as well as in a team environment required
PREFERRED QUALIFICATIONS
– 5+ years of supplier management experience
– Good judgment and open communication
– Experience in travel and meeting technologies and a general understanding of the travel ecosystems
– Ability to prioritize and manage multiple stakeholder needs in a fast-paced environment
– Demonstrated success at learning and explaining business processes
– Demonstrated project management experience
– Experience with content management systems
– Experience managing a corporate Intranet
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $138,100/year in our lowest geographic market up to $228,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.