Sr Customer Experience Finance – Transformation Manager, Global AR Finance Operations

Amazon is looking for an experienced, data oriented, talented and highly motivated individual to drive Customer experience within the Finance Operations Global Accounts Receivable (GAR) organization. This is a highly visible role that interacts with a wide group of stakeholders with a strong attention to detail and great organizational skills. The individual would need to be self-driven in managing key initiatives, driving compliance , cultivating operational excellence and partnering with Amazon teams to positively impact customer experience. High focus on continuous improvement, innovation and predictive analytics. Exposure to the right communication strategies along with ability to deploy and measure outcomes from training programs. The candidate needs to able to think big in designing, improving and automating the end to end process flow working with multiple stakeholders and is ready to make high judgement decisions in a fast-moving environment.

Key job responsibilities
• Lead and contribute to large-scale deep dives that measures end-to-end customer experience across multiple channels and/or CX projects impacting key financial metrics within Global AR
• The role would entails applying an objective and think big mental model to drive studies across multiple channels, geographies, collaborating with senior business leaders and conducting customer research
• Utilize available data sources – feedback surveys, call transcripts, operations performance data to monitor existing metrics, develop and propose new metrics and generate innovative ways to analyze, evaluate and measure CX.
• Focus on predictive analytics and leverage existing reports & dashboards to aid better insights and analytics.
• Design and deploy the right customer experience mechanisms that drive entitlements and is ready to make high judgement decisions in a fast-moving environment The role will allow you to make a real impact for our customers from Day 1 and provide a dynamic, innovative and fast-paced environment to constantly challenge the status quo and address new challenges.
• An expert writer and able to work with the larger team in driving the right communication strategies, policies and replicating best practices.
• Understand key business strategies and customer journey mapping
• Be aware of industry technology / trends and identify opportunities for innovation to improve customer experience

BASIC QUALIFICATIONS

– 8+ years of tax, finance or a related analytical field experience
– 6+ years of experience in a Senior CX role, program manager, transformations. product manager or continuous improvement leader.
– 6+ years of track record in understanding and advocating for customer needs, and driving improvements on behalf of customers.
– 6+ years of working in large complex global organizations, in a B2C and a B2B context. Ability to work across geographies and drive alignment with other departments who may have conflicting priorities.
– 6+ years in a finance organization or a related analytical field experience
– Excellent communication skills. Can influence all levels of the organization through high quality docs and presentations.

PREFERRED QUALIFICATIONS

– 6+ years of participating in continuous improvement projects in your team to scale and improve controllership with measurable results experience
– 6+ years of identifying incomplete or inaccurate data, identifying the root cause and creating/implementing an escalation plan experience
– 3+ years of working with senior staff (e.g. c-suite) experience
– MBA, or CPA
– Experience working with large-scale data mining and reporting tools (i.e. SQL, MSAccess, Essbase or Cognos) and providing recommendations based on results of ad hoc analyses to management for strategic decision-making
– Finance and Accounts receivable/payable processes would be a plus

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.

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