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.