Talent.com
Deepstreamtech
Senior Program Manager (Customer Experience Improvement)Deepstreamtech • London, England
No longer accepting applications
Senior Program Manager (Customer Experience Improvement)

Senior Program Manager (Customer Experience Improvement)

Deepstreamtech • London, England
5 days ago
Job type
  • Full-time
Job description
Requirements * Experience using data and metrics to determine and drive improvements * Experience owning program strategy, end to end delivery, and communicating results to senior leadership * Experience in program or project management * Native or Fluent Spanish speaker * (Desirable) Experience leading process improvements What the job involves * We are looking for a customer-obsessed Senior Program Manager to join us in the EU Customer Experience Improvement org within Customer Service * You will be a part of the EU team of program managers, product managers, business analysts, and business intelligence engineers who dig deep into customer friction, trace it back to its source, and drive upstream and downstream product and programmatic improvements to improve CX * You and your team will own the roadmap of EU strategic initiatives while also responding to emerging issues that need immediate attention * Drive the expansion and management of a strategic Pan-EU roadmap involving unique and innovative customer solutions, accounting for country-specific market dynamics and customer expectations * Define areas of focus/opportunity supported by analysis, develop solutions, identify owners, set delivery/completion dates, and set up mechanisms to ensure programs are on track across EU marketplaces * Proactively identify and resolve issues that affect customer experience across EU stores, including defects that drive customer contacts and concessions, and may impair the teams ability to meet strategic, product, and technical goals * Actively build relationships across Amazon teams - including EU Retail, Transportation, Supply Chain, AMZL, Product, Finance, Legal, and Engineering - to deliver on your roadmap * Operate autonomously; drive programs end-to-end including business goals, technical solutions, and contact reduction initiatives to improve customer experience at scale across EU * Communicate clear and concise expectations and requirements with business and technology teams, adapting communication to multi-country stakeholders and senior EU leadership forums * Present well-reasoned and data-driven proposals in both verbal and written form, including documents for EU VP-level leadership reviews * Lead customer experience workstreams by proactively identifying and eliminating sources of friction * Create scalable mechanisms to work across cross-functional teams and drive organizational change * Establish data-driven approaches to detect issues, surface customer pain points and drive upstream action across organizations * Understand how AI is reshaping CX product architectures, product development and customer workflows; apply AI to enable faster learning cycles, accelerate development, make better decisions and unlock new forms of innovation * Influence strategic direction, customer adoption decisions, engineering and business approach (internally and externally if applicable), vendors, partners, and organization priorities * Influence senior leaders to prioritize and address systemic customer experience issues through high-quality analytics and communication * Advocate for customers in product, design, and operational decisions across organizations * Deliver measurable outcomes aligned with organizational goals * Write and present clear narratives to drive alignment and decision-making * Coach and develop high-performing teams while creating leadership opportunities J-18808-Ljbffr
Create a job alert for this search

Senior Program Manager (Customer Experience Improvement) • London, England

Similar jobs

Senior Program Manager – (Medical Device System)

MedtronicGreater London, England, United Kingdom
Full-time

At Medtronic you can begin a life‑long career of exploration and innovation, while helping champion healthcare access and equity for all.You’ll lead with purpose, breaking down barriers to innovati... Show more

 • Promoted

Senior Manager - Delivery Management

American ExpressGreater London, England, GB
Full-time

The Enterprise Technology Services organization partners with every part of the American Express business to power the company’s growth and innovation with trust and efficiency, and drive competiti... Show more

 • Promoted

Senior Program Manager - Global Client Delivery (Remote)

GitLabGreater London, England, United Kingdom
Remote
Full-time

A technology company is seeking a Program Manager to oversee and manage customer programs and ensure successful delivery of client projects.The role involves leading multi-workstream engagements wi... Show more

 • Promoted

Senior Technical Program Manager

Expedia GroupGreater London, England, GB
Full-time

The Product Experience & Offers team is seeking a Sr.Technical Program Manager with a passion for delivering solutions in a dynamic environment.We provide a full benefits package, including excitin... Show more

 • Promoted

Senior Director, Consumer Experience & Growth

Numan Operations LimitedGreater London, England, GB
Full-time

Numan Operations Limited, based in Greater London, is seeking a Senior Director of Product, Consumer Experience.This role involves leading the evolution of patient-facing journeys across web and mo... Show more

 • Promoted

Senior Customer Loyalty Program Manager (SAAS)

DextLondon, England, GB
Full-time

Who we are, what we do & why we do it:.We are Dext - the world's leading accounting and bookkeeping automation software provider.Our products empower businesses with real-time visibility and contro... Show more

 • Promoted

Senior Manager, Customer Success — Power & Tech

Wood MackenzieGreater London, England, United Kingdom
Full-time

Wood Mackenzie is the global leader in analytics, insights and proprietary data across the entire energy and natural resources landscape.For over 50 years our work has guided the decisions of the w... Show more

 • Promoted

Senior Product Manager, Cloud SaaS & Customer Experience

JAM IT Consultancy LtdCity Of London, England, GB
Full-time

A leading IT consultancy in London is seeking an experienced Senior Product Manager to drive product leadership in the Operations department.This role demands significant experience in product mana... Show more

 • Promoted

Senior Customer Success Manager, Enterprise, Actimize

NICEGreater London, England, United Kingdom
Full-time

Senior Customer Success Manager, Enterprise, Actimise.At NiCE, we don’t limit our challenges.We set the highest standards and execute beyond them.And if you’re like us, we can offer you the ultimat... Show more

 • Promoted

Sr. Program Manager, Customer Experience Improvement

AmazonGreater London, England, GB
Full-time

Amazon Customer Service (CS) is a large and global organization, obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it.Whether c... Show more

 • Promoted

Manager – Customer Experience Journey & Innovation

SquareTrade EuropeGreater London, England, United Kingdom
Full-time

SquareTrade is the fastest growing partner in the global device protection market and we work with many of the world’s largest operators, retailers and manufacturers.Our obsession with putting the ... Show more

 • Promoted

Senior Technical Program Manager: Transformation

hackajobGreater London, England, United Kingdom
Full-time

This role involves leading a multi-year technology program, ensuring timely execution, and collaborating with various teams to drive transformative change.The ideal candidate has expertise in progr... Show more

 • Promoted

Senior Delivery Manager

Version 1Greater London, England, United Kingdom
Permanent

We’re recruiting an experienced Senior Delivery Manager to join our growing public sector consultancy on a permanent basis, leading the delivery of complex digital and technology‑enabled change.You... Show more

 • Promoted

Product Lead (Onboarding Experience)

WiseGreater London, England, United Kingdom
Full-time

We’re looking for a Product Lead to lead our Onboarding experiences at Wise.This role will oversee three of the most important teams in Wise: Consumer Onboarding, Account Setup, and Account Access ... Show more

 • Promoted

Senior Technical Program Manager

GraphcoreCambridge, Greater London, Bristol, England, England, England, United Kingdom
Full-time

At Graphcore, we’re building the future of AI compute.We’re a team of semiconductor, software and AI experts, with deep experience in creating the complete AI compute stack - from silicon and softw... Show more

 • Promoted

Senior Customer Delivery Program Lead

PearsonGreater London, England, GB
Full-time

Pearson is looking for a Lead Specialist, Program Manager (Customer Delivery) to lead complex customer-facing programs within Professional Services.The role involves planning and executing multi-wo... Show more

 • Promoted

Senior Manager, Process Optimisation (Program Management) - 12m FTC

PlayStation NetworkGreater London, England, United Kingdom
Full-time

Senior Manager, Process Optimisation (Program Management) - 12m FTC.Role Overview - 12m FTC (Maternity Cover).The Global Marketing, Sales, and Business Operations (GMSBO) division brings together a... Show more

 • Promoted

Senior Technical Program Manager ( Entitlement Experience)

MENA AlliancesGreater London, England, GB
Full-time

Senior Technical Program Manager ( Entitlement Experience).London, United Kingdom | Posted on 11/25/2024.Senior Technical Program Manager (TPM).You will drive key technical projects that impact eng... Show more

 • Promoted

Transformation Director (Customer Experience & Operations)

Chapman Tate AssociatesGreater London, England, GB
Full-time

Transformation Director (Customer Experience & Operations).We’re working with a fast-growing business looking for someone to.Lead operational and customer experience transformation across multiple ... Show more

 • Promoted

Senior Customer Success Manager

NiCEGreater London, England, United Kingdom
Full-time

Senior Customer Success Manager.The Senior Customer Success Manager is required to ensure Cognigy’s customers feel they are supported and guided through their journey with implementing Cognigy’s pr... Show more