At eero we pride ourselves in providing every customer a world class experience. Our vision is to provide everyone with the perfect internet experience. To achieve this, we need not only great products, but also great people to support our customers. We are seeking a Tools and Systems Leader to support the design, build, and maintenance of eero customer support (CS) systems. This individual will own our CRM and reporting systems, including the downstream applications such as our IVR routing, Agent skill profiles, and Knowledge Base.
A day in the life
As our tools and systems leader you’ll be the subject matter expert for the resources our agents use to support our customers. You’ll partner with teams internally and externally to improve our existing tools, create reporting and dashboards to showcase our performance, or explore new tools or processes we can implement to better serve our customers.
You’ll get to:
– Serve as an expert on CRM and reporting systems
– Have a deep understanding of AWS Lamba, Amazon Connect, and NPS measurement instruments. .
– Define and drive the tools strategy for all of eero CS.
– Work collaboratively with stakeholders across the organization, acting as the Voice of the Customer when making tool and system recommendations.
– Participate in strategic initiatives including long and short term business planning and reporting.
We are open to hiring candidates to work out of one of the following locations:
Seattle, WA, USA
BASIC QUALIFICATIONS
– 5+ years of product or program management, product marketing, business development or technology experience
– Bachelor’s degree
– Experience with feature delivery and tradeoffs of a product
– Experience owning/driving roadmap strategy and definition
– Experience with end to end product delivery
– Experience contributing to engineering discussions around technology decisions and strategy related to a product
– Experience managing technical products or online services
– Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning
PREFERRED QUALIFICATIONS
– Experience in using analytical tools, such as Tableau, Qlikview, QuickSight
– Experience in building and driving adoption of new tools
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 $121,000/year in our lowest geographic market up to $235,200/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.