Customer Experience

Amazon Gift Cards (GC) is a key product within Amazon Payments, enabling convenient payment and gifting solutions across multiple channels. Our portfolio spans Consumer offerings (Amazon Gift Cards, Branded Gift Cards, Amazon Stored Balance) and Commercial solutions (B2B GC Sales and Amazon GC offerings in Brick & Mortar stores). The Gift Card Customer Experience (CX) and Operations team within the EU International Payment Products organization, plays a pivotal role in building and maintaining customer trust while driving operational excellence across all GC products within all EU marketplaces.

Our Program Managers are always thinking about the customer first. Every position at Amazon offers the opportunity to delight customers and shape experiences, but as a GC CX Program Manager, championing the voice of the customer and driving operational improvements is your mission. Collaborating with stakeholders across Gift Card Product, Legal, Tech teams alongside the wider Amazon Payments and Customer Service organisations, you'll continuously be identifying and solving customer pain points. You'll conduct deep-dive analyses and implement solutions, whether owning direct solutions or program managing solutions across the wider teams, always with an eye on improving the customer journey. This is your opportunity to play a key role in how millions of customers interact with Amazon Gift Cards across Europe.

Key job responsibilities

• Using both data and customer insights, identify opportunities to improve CX, and address CX challenges across the Gift Card portfolio
• Take a customer-first approach, driving improvements to Gift Card CX and internal processes
• Work alongside GC and Payment stakeholders to establish and prioritize CX improvement initiatives, seeing them through from start to finish
• Enhance operational performance through process optimization and standardization
• Own reporting and metrics that drive visibility into customer pain points and operational effectiveness

A day in the life

You'll drive and manage CX improvements across the EU GC business. You'll use data-driven insights to define and implement efficient solutions to customer challenges. You'll partner closely with the wider CX teams to reduce customer pain points, and work with the wider GC teams to enhance the customer journey.

You'll deal with complex challenges requiring creativity, innovation, and strong stakeholder management using high-judgement and autonomy to identify opportunities to improve CX and internal processes. With responsibility extending beyond process improvements, you'll also contribute to developing best practices, training materials, and operational guidelines that enable consistent CX across regions.

• Bachelor's degree
• Experience in program or project management
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
• Speak, write, and read fluently in English
• Experience working cross functionally with tech and non-tech teams
• Experience defining program requirements and using data and metrics to determine improvements
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

• Experience in driving end to end delivery, and communicating results to senior leadership
• Experience building processes, project management, and schedules
• Experience implementing repeatable processes and driving automation or standardization
• Background or Experience in Customer Experience or Operations roles

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