Digital Self-Service Solutions Manager

hace 1 mes


Dominguito Barrio, Puerto Rico Amazon A tiempo completo
About the Role

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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