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Customer Excellence Lead, Amazon Key ID-7095

At Amazon Key, we are on a mission to empower customers to easily manage access to their homes and businesses. As part of the Amazon Devices and Ring organization, we invent new devices, software, and services to solve critical access problems for our customers

We are seeking a motivated and multi-talented Customer Experience Lead, who will be responsible for driving continuous improvement initiatives as we scale our newest access control product portfolio.

This role is inherently cross-functional - this leader will work closely with engineering, product/program management, design, sales, operations, finance, legal, business development, customer service, and executive teams to 1)Set up metrics and anecdote collection mechanisms to identify customer experience related issues 2)Drive process improvement initiatives to drive down defects and improve customer satisfaction 3)Identify opportunities for product feature enhancements based on emerging customer feedback and prioritize fixes

A successful candidate will be highly analytical, resourceful, customer-focused, team oriented, and will have an ability to work independently under time constraints to meet deadlines. The leader will have a proven track record in taking on end-to-end ownership and successfully delivering results in a fast-paced and dynamic business environment.

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BASIC QUALIFICATIONS

- Bachelor's degree

- 7+ years of blending product and program management skills to execute strategic initiatives about process creation, standardization, and improvement experience

- Experience owning/driving roadmap strategy and definition

- Experience with end to end product delivery

- Experience with feature delivery and tradeoffs of a product

- Experience in collecting customer feedback/ anecdotes

- Knowledge of SQL/Salesforce/Excel/other BI tools/genAI tools

PREFERRED QUALIFICATIONS

- Experience owning technology products

- Experience presenting to senior leadership

- Tech fluency to diagnose, triage and set processes around software and hardware related issues

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.

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. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $145,700/year in our lowest geographic market up to $240,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
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