Program Manager: Customer Service EU, Voice of the Customer EU

3 weeks ago

Dublin, Dublin City, Ireland Ring Full time
Program Manager: Ring Customer Service EU, Voice of the Customer EU - Ring

Description

Ring Customer Service Europe (EU-CS) is seeking experienced Program Managers to join the EU-CS Voice of the Customer (VoC) team.

The successful candidates will collaborate with global and European cross-functional business teams, and CS operations to identify opportunities to improve the customer and associate experience. The investigation process will include listening to calls, reviewing customer emails/chats/publicly posted reviews and liaising with the in-country teams to identify their specific challenges.

At Ring, we are always exploring new opportunities to shape our global business. As a Program Manager, you'll be an essential part of innovating and transforming our processes. You'll be taking the lead on the identification, research, & proposal of corrective actions and new initiatives to improve the customer and associate experience. You'll be responsible for ensuring all opportunities identified are documented, prioritized and owners established. This is your opportunity to have a big impact on some of the most exciting new ideas that are shaping the future of Ring.

To excel, you will use your experience to advocate for, and improve, the customer experience using KPIs to make data-driven decisions. You will contribute to design and drive the program's vision and roadmap to completion in addition to supporting business team's CS-impacting initiatives.

Key job responsibilities

  • Process reviews, redesign or removal where necessary
  • Customer call listening
  • Review chat, emails and customer reviews to identify opportunities to improve/remove pain points for internal and external customers.
  • Ensure metrics/dashboards show the outcomes of change.
  • Work with a variety of other Ring and Amazon departments to identify and leverage best practices.
  • Align actions with the goals of the European and global Leadership Teams (LT)
  • Ensure you are included & aware of all country product launches.
  • Be the conduit between CS and the European business teams like Sales, Marketing, Go-To-Market, and its partners.
  • Serve as an advocate for customers when something doesn't feel right.
  • Learn and understand Ring's products, services and features.
  • Communicate trends and opportunities to leadership.

A day in the life

As a Program Manager, you'll be responsible for identifying, implementing, and monitoring improvement initiatives that ensure a smooth customer and associate experience. You'll work closely with a range of Ring/Amazon colleagues to understand how they work, and what you and your teams can learn, as well as sharing your own expertise. Together, you'll identify exciting new opportunities and will take the lead when it comes to recommending change.

You'll encourage and support your teams and colleagues to meet important deliverables, while proactively looking for new, data-backed ways we could do things better. Your work will be integral to your team's success.

About The Team

Our mission is to be Earth's most customer-centric company, and few departments have as direct an impact on that mission as our Customer Service team. We're an inclusive team who empower and look after our people, so they have the time and energy to focus on our customers' happiness. Our goal is to reduce customer effort every way we can, helping them get the best results quickly and efficiently. We support our self-service channels to offer expert insights into our customers' most complex issues.

Within Customer Service, there are opportunities in process improvement, customer experience, data analysis and customer retention. The CS team is always looking for ways to make Ring's customer service even better, and we need excellent people to make that happen.

Basic Qualifications

  • Experience in program or project management
  • Experience in a highly analytical, results-oriented environment with cross functional interactions
  • Experience in a customer facing role working with customers
  • Excellent oral and written communication skills
  • Strong interest in consumer technology
  • Knowledge of Ring Products, processes and knowledge centre (Shelf).
  • Problem-solving skills with proficiency in learning new technologies
  • Fluency in one of the mentioned languages, plus English.
  • Solid knowledge of Microsoft Office suite

Preferred Qualifications

  • Knowledge of Lean principles and DMAIC methodology
  • Experience in requirement gathering and ability to write clear and detailed requirement document
  • Project or program management qualification
  • Bachelor's degree in business, engineering or related technical or quantitative field
  • Fluency in one of the following languages (Dutch, German, French, Italian, Spanish)

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is committed to a diverse and inclusive workplace. We do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.

Company - Amazon Ireland Support Services Limited

Job ID: A2934577

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Administrative
  • Computers and Electronics Manufacturing
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