• Bachelor’s Degree
• 2+ years of executive escalation experience
• 2+ years of project management experience
• 3+ years of business document writing experience

Job summary
Are you passionate about diving deep to identify the root cause of defects and solve problems for Customers? Do you enjoy utilizing your strong oral and writing skills to communicate observations and solutions? Are you comfortable reaching out to stakeholders, negotiating solutions, and holding leaders accountable for fixing process defects? If you answered yes, this may be the role for you.

The Shipping and Delivery Support Vice President Inquiries (SDS VPI) Executive Inquiry Leader is responsible for managing and effectively answering executive summary requests within Amazon’s Worldwide Customer Service team.

When an Amazon customer, driver, partner, or stakeholder has an issue they have been unable to resolve through regular customer service channels, they may contact an executive to request assistance. If the customer’s issue is complex or sensitive and involves an egregious customer experience or broken Amazon mechanism, the executive may request assistance from the SDS VPI team. When this happens, Executive Inquiry Leaders investigate customer experiences, ensure customer concerns have been addressed, identify root causes of customer issues, and work with internal stakeholders to identify process improvements that will address broken mechanisms or related operational challenges. Executive Inquiry Leaders then deliver a written response to the executive requester, which includes an account of the customer’s experience, the remedy provided to the customer, how the customer’s issue reached the executive level, process defects that caused the customer’s issue, and actions taken to ensure similar issues never happen again. After an executive summary has been delivered, Executive Inquiry Leaders work with stakeholders to hold them accountable for ensuring the process improvements they proposed are implemented and effective.

In addition to managing executive summary requests, Executive Inquiry Leaders are expected to propose, own, and implement organizational changes in alignment with the strategic vision for the SDS VPI process. This position provides a unique opportunity to manage projects that improve the customer experience globally.

To be successful, an Executive Inquiry Leader should: have effective oral and written communication skills; be comfortable working with a large group of stakeholders and on a large number of IT applications; enjoy talking to people and negotiating solutions; and enjoy working in a fast-paced operational environment with short deadlines, variable work hours, and significant ambiguity. Candidates should also possess the confidence to have challenging conversations with senior stakeholders, including Directors, VPs, Legal, Public Relations, etc. An ideal candidate will have experience in driving the adoption of process improvements and inspecting project implementation to ensure all solutions scale and go beyond “good intention” initiatives.

Responsibilities:

• Work with customer service specialists to research customer experiences
• Identify the root causes of customer issues—process defects related to policies, procedures, etc.
• Reach out to internal stakeholders (other Amazon teams) to communicate root cause findings and identify actions that can be taken to address process defects
• Overcome obstacles and influence stakeholders to design and implement solutions that improve customer experience
• Draft written summaries (1-2 pages) that describe the customer’s experience, how customer issues were resolved, the root causes of the customer’s issues, and the actions that stakeholders have committed to take to fix identified problems
• Deliver written summaries to C-level/director plus stakeholders and address their feedback
• Actively follow up with stakeholders to ensure action items are implemented and effectively improve the customer experience
• Develop expertise in internal systems, departments, policies, and procedures
• Recognize customer issue trends by researching customer contacts and data, and proactively engage stakeholders to pursue process improvement opportunities
• Identify, own, and manage medium to high complexity cross-departmental initiatives and projects
• Create and continuously improve internal process strategies and procedures
• Achieve established targets and goals for service level agreements (e.g., 14-day deadline for responding to an executive summary request), quality expectations, and project deliverables

A typical full-time workweek for this position is 45 hours.

This position requires being on call over the weekend on a rotating basis.

Members of this team are stationed around the world, as are the team’s customers and stakeholders; team members may at times be asked to work non-traditional hours.

This position is 100 percent remote; team members may be asked to travel (potentially internationally) once or twice a year for team offsite events.

• 2+ years of demonstrated experience presenting and influencing at the VP and C-Level at organizations
• Experience in communicating complex concepts clearly across varying levels of the organization
• Advanced Degree - with experience in communication, journalism, audit finding documentation and/or writing
• Excellent judgment, discretion, composure, and professional attitude
• Proven ability to influence others without having positional authority
• Global Program and Project Management proficiency
• Experience in process improvement methodologies to include 5 Why
• Six Sigma, Agile, Lean Experience
• Demonstrated ability to make courageous recommendations and decisions to drive significant organizational change
• Absolute passion for ensuring a world-class customer experience with every contact
• Experience working virtually

The pay range for this position in is $60,800 - 83,600 a year. Pay is based on market location and may vary depending on job-related knowledge, skills, and experience. A sign-on payment and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered. Applicants should apply via Amazon's internal or external careers site.

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.

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Workers in New York City who perform in-person work or interact with the public in the course of business must show proof they have been fully vaccinated against COVID or request and receive approval for a reasonable accommodation, including medical or religious accommodation.


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