.Program Manager: German, Ring Customer Service EUJob ID: 2692605 | Amazon Ireland Support Services LimitedRing Customer Service Europe (EU-CS) is seeking experienced Program Managers to join the EU-CS Voice of the Customer (VoC) team who have the following language skills; German and English.The successful candidates will collaborate with global and European cross-functional business teams, and CS operations to identify opportunities to improve the customer and associate experience. The investigation process will include listening to calls, reviewing customer emails/chats/publicly posted reviews and liaising with the in-country teams to identify their specific challenges.At Ring, we are always exploring new opportunities to shape our global business. As a Program Manager, you'll be an essential part of innovating and transforming our processes. You'll be taking the lead on the identification, research, & proposal of corrective actions and new initiatives to improve the customer and associate experience. You'll be responsible for ensuring all opportunities identified are documented, prioritized and owners established. This is your opportunity to have a big impact on some of the most exciting new ideas that are shaping the future of Ring.To excel, you will use your experience to advocate for, and improve, the customer experience using KPIs to make data-driven decisions. You will contribute to design and drive the program's vision and roadmap to completion in addition to supporting business team's CS-impacting initiatives.Key job responsibilitiesProcess reviews, redesign or removal where necessaryCustomer call listeningReview chat, emails and customer reviews to identify opportunities to improve/remove pain points for internal and external customers.Ensure metrics/dashboards show the outcomes of change.Work with a variety of other Ring and Amazon departments to identify and leverage best practices.Align actions with the goals of the European and global Leadership Teams (LT)Ensure you are included & aware of all country product launches.Be the conduit between CS and the European business teams like Sales, Marketing, Go-To-Market, and its partners.Serve as an advocate for customers when something doesn't feel right.Learn and understand Rings products, services and features.Communicate trends and opportunities to leadership.A day in the lifeAs a Program Manager, you'll be responsible for identifying, implementing, and monitoring improvement initiatives that ensure a smooth customer and associate experience. You'll work closely with a range of Ring/Amazon colleagues to understand how they work, and what you and your teams can learn, as well as sharing your own expertise. Together, you'll identify exciting new opportunities and will take the lead when it comes to recommending change
