Principal Technical Program Manager, Amazon Customer Service
A
Amazon
📍 Seattle, WA, United States
Job Description
Description
Come build the future of Amazon Customer Service (CS) with us. Quality & Escalation’s vision is to deliver exceptional customer experiences that restore customer trust through continuous inspection, innovation, and improvement. Q&E exists to provides Tier 2 support to frontline teams when the ‘Andon cord’ is raised on customer experience issues. We resolve customer escalations across all sources while focusing on identifying and eliminating their root causes. We design and implement frameworks to measure service quality and leads technology and programmatic initiatives to continuously improve the quality of service across all CS interactions and touchpoints. Q&E is a large and impactful Operational, Program and Product teams across 6K Amazonians, spanning 30+ countries.
A key priority our team will deliver is Quality of Service (QoS), a foundational multi-dimensional program to transform how CS observes, measures, and improves customer experience across all inte...
Come build the future of Amazon Customer Service (CS) with us. Quality & Escalation’s vision is to deliver exceptional customer experiences that restore customer trust through continuous inspection, innovation, and improvement. Q&E exists to provides Tier 2 support to frontline teams when the ‘Andon cord’ is raised on customer experience issues. We resolve customer escalations across all sources while focusing on identifying and eliminating their root causes. We design and implement frameworks to measure service quality and leads technology and programmatic initiatives to continuously improve the quality of service across all CS interactions and touchpoints. Q&E is a large and impactful Operational, Program and Product teams across 6K Amazonians, spanning 30+ countries.
A key priority our team will deliver is Quality of Service (QoS), a foundational multi-dimensional program to transform how CS observes, measures, and improves customer experience across all inte...