Senior Program Manager, Customer Success, Amazon Autos - Amazon

Description We are seeking an experienced Customer Success Program Manager with a strong background in the automotive industry to develop and implement customer success strategies while providing crucial real-time support to our customer service agents. The ideal candidate will possess deep automotive industry expertise, including customer finance, insurance, regulatory compliance, and customer service, along with exceptional leadership abilities. The successful candidate will ensure seamless resolution of complex automotive purchase issues through front-line support, directly contributing to our commitment to exceptional customer service. Key job responsibilities - Develop and implement comprehensive customer success programs tailored to Amazon Autos business, focusing on customer success, satisfaction, and loyalty. - Provide real-time support to customer service agents in resolving complex automotive purchase issues, including financing, leasing, and insurance concerns while ensuring compliance with all relevant financial and insurance regulations. - Analyze customer data and feedback to identify trends, opportunities for improvement, and potential risks to customer satisfaction. - Manage relationships with key stakeholders, including automotive manufacturers, dealerships, financial institutions, and insurance providers. - Collaborate with cross-functional teams (e.g., Seller Success, Product Management, User Experience) to ensure a cohesive customer experience across all touchpoints. - Partner with Knowledge Management to create and deliver training that targets customer service team's knowledge of automotive products and problem-solving skills. - Develop and implement key performance indicators (KPIs) to measure the effectiveness of customer success initiatives. - Mentor members of the Customer Success team, fostering a culture of continuous improvement and customer-centricity. About the team Amazon Autos is a new business that's improving the car-buying experience for Customers. Amazon Customers can now search for and view vehicles for sale in their local area, across multiple brands, with no-haggle pricing and lending, and have confidence the vehicles are in-stock. When the customer is ready to purchase a specific vehicle, they can complete the transaction on Amazon.com from the comfort of their home knowing they received a fair price and best available interest rate. We are obsessed with our customers and in Amazon Autos Customer Success, we make their experience delightful. We identify and drive customer-centric solutions by solving complex technical problems with ingenuity and simplicity, always seeking automation. We're making history and the good news is that we've only just begun. Basic Qualifications - 5+ years of developing program strategies and plans, diving execution, and influencing senior stakeholders experience - 2+ years of program or project management experience - Bachelor's degree - Experience owning program strategy, end to end delivery, and communicating results to senior leadership - Experience using data and metrics to determine and drive improvements - 5+ years of dealer operations or Finance and Insurace (F&I) Manager experience. - Deep understanding of automotive industry trends, customer behaviors, and market dynamics. - Thorough knowledge of state and federal regulations related to automotive finance and insurance. - Familiarity with automotive industry software and technology (e.g., A2Z, RouteOne) - Strong ability to build relationships with financial institutions and insurance providers. - Superior communication skills, both written and verbal, with the ability to explain complex automotive, financial, and insurance concepts to diverse audiences. Preferred Qualifications - 2+ years of driving process improvements experience - Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field - Knowledge of emerging technologies in the automotive sector (e.g., electric vehicles, autonomous driving) - Ability to work in an amiguous, fast-paced customer service environment 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 $104,100/year in our lowest geographic market up to $185,000/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.