Description

The Executive Inquiry Leader (EIL) is responsible for maintaining and improving the health of executive summary requests within Customer Service. They accomplish this by creating streamlined executive level summaries, assisting stakeholders with executive requests, problem solving unique customer issues, influencing on a global level and excelling in a fast paced environment.

The EIL will have effective verbal and written communication skills as the position requires communication to senior stakeholders including Directors, VPs, Legal, Public Relations, etc. In addition to executing summary requests, the EIL will ideate and deliver projects to improve the Exectutive Inquiry program and the overall customer and stakeholder experience. An ideal candidate will have experience in driving adoption and inspecting implementation to ensure all solutions scale and go beyond “good intention” processes.

Key job responsibilities

• Identify root cause issues of customer escalations and drive stakeholders to fix those root cause issues with efficient and scalable mechanisms.

• Identify, own, and manage medium to high complexity cross-departmental initiatives and projects.

• Write executive-level summaries for C-level and Director audiences.

• Seamlessly adjust language and communication methods for tech and non-tech audiences, as well as those deeply familiar with process and those new to process.

• Develop expertise in internal systems, departments, policies, and procedures.

• Create and continuously improve strategies and procedures.

• Achieve established targets and goals for service level agreements, quality expectations and project deliverables.

• Actively follow up on action items stemming from executive summaries, measuring the effectiveness of the implemented solution to ensure the customer experience is improved.

A day in the life

You will resolve the most highly escalated customer contacts received by Amazon by working closely with stakeholders and senior leadership across the company to research unique customer issues, identify root causes, and create action items to address and fix root causes. You will achieve this through scrupulous deep dives, excellent communication and stakeholder management, and strong time management. Between owning executive summary requests, you will drive projects to improve the efficacy and impact of the Executive Inquiry team.

Basic Qualifications

• Bachelor’s Degree or 2+ years of equivalent experience

• 2+ years in a Customer Service role

• 2+ years project management experience

• 2+ years in an Executive Escalations role or role with experience handling high visibility, escalated scenarios requiring excellent written and verbal communication

Preferred Qualifications

• 2+ years experience in Amazon D2AS

• Excellent judgment, discretion, composure, and professional attitude

• Ability to influence others without having positional authority

• Global Program and Project Management proficiency

• Experience in process improvement methodologies

• Demonstrated ability to make courageous recommendations and decisions to drive significant organizational change

• Passion for ensuring a world-class customer experience with every contact

• Experience working virtually

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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $54,700/year in our lowest geographic market up to $114,900/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.