As the leader of our Customer Engagement program, you will play a pivotal role in driving the satisfaction and engagement with all levels of our customers. Your focus will be on four key areas: Customer Support, Stakeholder Engagement, Data Stewardship, and Product Adoption. You will be responsible for developing strategies, implementing processes, and fostering collaboration to ensure our customers have a positive experience and derive maximum value from our products and services.
Key job responsibilities
- Develop clear communication protocols for customer interactions, setting expectations and providing regular updates on the status of their requests.
- Oversee and guide the Customer Support team, ensuring excellent customer service and timely resolution of inquiries and issues.
- Collaborate with cross-functional teams to establish efficient workflows and prioritize customer needs.
- Implement an inspection mechanism to evaluate the effectiveness of customer support processes and identify areas for improvement.
- Foster collaboration between customer support teams and other departments, facilitating knowledge sharing and driving product enhancements based on customer feedback.
- Define and execute a comprehensive plan for stakeholder engagement, building strong relationships and trust.
- Proactively engage stakeholders to understand their needs, challenges, and goals, and address their concerns.
- Gather feedback from stakeholders and translate it into actionable insights for product improvement and enhanced customer experiences.
- Collaborate with internal leadership to align stakeholder engagement efforts with the product roadmap, ensuring customer priorities are incorporated into future developments.
- Drive data stewardship initiatives, ensuring accurate, reliable, and secure data management practices.
- Define data ownership and accountability frameworks, promote data stewardship culture, and establish processes to address data challenges.
- Work with cross-functional teams to optimize data accuracy, integrity, and availability, leveraging tools and automation where possible.
- Collaborate with WWRE Tech leadership to align data stewardship efforts with the product roadmap and prioritize data improvements.
- Analyze product usage and adoption rates across customer families, identify opportunities for growth, and develop strategies to drive increased adoption.
- Collaborate with partner teams and senior leadership to develop and execute an adoption plan, including goal-setting and initiatives to promote product adoption.
About the team
Come help build and transform the future of Amazon Global Industrial Real Estate!
World Wide Real Estate Tech (WWRE Tech) is a team of innovators and developers who create the suite of applications that serve as the source of truth for Amazon’s Fulfillment Network Real Estate portfolio. We cover everything from leases and acquisitions to pre-construction, construction, launch and asset management.
Joining our team means tackling real-world challenges that will change Amazon’s Industrial Real Estate approach forever. You’ll work at a global scale, using cutting-edge tools and technologies to create applications that incorporate Geospatial Information Systems (GIS), Artificial Intelligence, and workflow automation to drive innovation and scalability.
Our team is passionate and committed to excellence, always looking for ways to reinvent ourselves and be at the forefront of innovation for our customers. We are seeking exceptional team members who thrive in a dynamic, creative, passionate, and collaborative environment.
At WWRE Tech, we’re always pushing the limits of what’s possible. We’ll provide you with the support, tools, and environment needed to invent with us in ways that are fulfilling, rewarding, and fun. Join us and be a part of transforming the world of Industrial Real Estate!
BASIC QUALIFICATIONS
- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- 3+ years of managing stakeholders in cross-functional project experience
PREFERRED QUALIFICATIONS
- 2+ years of driving process improvements experience
- Master’s degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
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 $99,500/year in our lowest geographic market up to $212,800/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.