Head - Customer Experience and Support, Amazon Financial Services Operations

DESCRIPTION
About the Role
Key job responsibilities
Strategic Customer Experience
- Own and optimize the customer support strategy for Financial Services, aligning with Amazon's customer experience and business goals
- Act as the primary point of contact between Customer Support and key stakeholders including Risk, Collections, Product Management, Operations, and Technical teams
- Lead the development and implementation of customer support policies and procedures
- Manage customer-impacting issues in real-time, including crisis management and escalations
Program Management, Process Optimization & Analysis
- Define, monitor, and analyze customer support and experience processes and metrics (CSAT, FCR, AHT, CPU) to identify improvement opportunities
- Develop and maintain dashboards for tracking key performance indicators
- Lead implementation of new customer support products, initiatives, and processes improvements
- Ensure compliance with regulatory ...