Digital Self-Service Solutions Manager
hace 1 mes
As a Digital Self-Service Solutions Manager at Amazon, you will play a critical role in driving the success of our customer-facing self-help solutions. You will work closely with cross-functional teams to design, develop, and implement innovative digital solutions that reduce customer effort and drive issue resolution digitally.
Key Responsibilities:
- Support the development of business requirements for improving self-help solution effectiveness across all digital self-service assets
- Convey validated concepts to product managers, UX designers, engineers, and leadership
- Use usage data to challenge and validate self-help solution methodologies that continuously evolve to meet changing customer needs
- Partner with Customer Care to analyze and plan actionable insights based on top contact drivers and other data to find opportunities to improve the self-help experience
- Determine critical processes enhancements and technical changes and assess the impacts of these CX improvements on overall contact deflection efforts
- Define and track KPIs related to the self-help solutions delivered and be able to articulate trends, identify root cause analysis, and define actions on a weekly and monthly basis
- Recommend new technologies and experiences wherever possible in the customer workflow to reduce customer effort, increase self-service, and drive a positive customer experience
About You
We are seeking a highly motivated and experienced professional who is passionate about digital self-service and customer experience innovation. You will have a strong understanding of knowledge management methodologies, paired with excellent writing and verbal communication skills. You will also have a proven track record of effectively prioritizing and multi-tasking multiple time-sensitive projects with a reasonable level of autonomy.
What We Offer
As a Digital Self-Service Solutions Manager at Amazon, you will have the opportunity to work on cutting-edge projects that drive customer satisfaction and loyalty. You will also have access to a wide range of training and development opportunities to help you grow your skills and advance your career.
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