Program Manager: German, Ring Customer Service EUJob ID: 2692605 | Amazon Ireland Support Services Limited
Ring Customer Service Europe (EU-CS) is seeking experienced Program Managers to join the EU-CS Voice of the Customer (VoC) team who have the following language skills: German and English.
The successful candidates will collaborate with global and European cross-functional business teams, and CS operations to identify opportunities to improve the customer and associate experience. The investigation process will include listening to calls, reviewing customer emails/chats/publicly posted reviews, and liaising with the in-country teams to identify their specific challenges.
As a Program Manager, you'll be an essential part of innovating and transforming our processes. You'll be responsible for the identification, research, and proposal of corrective actions and new initiatives to improve the customer and associate experience. You'll ensure all opportunities identified are documented, prioritized, and owners established. This is your opportunity to have a big impact on some of the most exciting new ideas that are shaping the future of Ring.
To excel, you will use your experience to advocate for, and improve, the customer experience using KPIs to make data-driven decisions. You will contribute to design and drive the program's vision and roadmap to completion in addition to supporting business team's CS-impacting initiatives.
Key job responsibilities: Process reviews, redesign, or removal where necessary.Customer call listening.Review chat, emails, and customer reviews to identify opportunities to improve/remove pain points for internal and external customers.Ensure metrics/dashboards show the outcomes of change.Work with a variety of other Ring and Amazon departments to identify and leverage best practices.Align actions with the goals of the European and global Leadership Teams (LT).Ensure you are included & aware of all country product launches.Be the conduit between CS and the European business teams like Sales, Marketing, Go-To-Market, and its partners.Serve as an advocate for customers when something doesn't feel right.Learn and understand Ring's products, services, and features.Communicate trends and opportunities to leadership.A day in the life:
You'll be responsible for identifying, implementing, and monitoring improvement initiatives that ensure a smooth customer and associate experience. You'll work closely with a range of Ring/Amazon colleagues to understand how they work, and what you and your teams can learn, as well as sharing your own expertise. Together, you'll identify exciting new opportunities and will take the lead when it comes to recommending change.
You'll encourage and support your teams and colleagues to meet important deliverables while proactively looking for new, data-backed ways we could do things better. Your work will be integral to your team's success.
About the teamOur mission is to be Earth's most customer-centric company, and few departments have as direct an impact on that mission as our Customer Service team. We're an inclusive team who empower and look after our people, so they have the time and energy to focus on our customers' happiness. Our goal is to reduce customer effort every way we can, helping them get the best results quickly and efficiently. We support our self-service channels to offer expert insights into our customers' most complex issues.
Within Customer Service, there are opportunities in process improvement, customer experience, data analysis, and customer retention. The CS team is always looking for ways to make Ring's customer service even better, and we need excellent people to make that happen.
BASIC QUALIFICATIONSExperience in program or project management.Experience in a customer-facing role working with customers.Excellent oral and written communication skills.Strong interest in consumer technology.Knowledge of Ring products, processes, and knowledge centre (Shelf).Problem-solving skills with proficiency in learning new technologies.Fluency in one of the mentioned languages, plus English.Solid knowledge of Microsoft Office suite.PREFERRED QUALIFICATIONSExperience in requirement gathering and ability to write clear and detailed requirement documents.Project or program management qualification.Bachelor's degree in business, engineering, or related technical or quantitative field.Posted: April 12, 2024 (Updated 3 days ago)
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