In short
Amazon is looking for a Senior CX Manager to lead the global Accounts Receivable customer experience function, focusing on improving customer interactions and accelerating revenue collection. This role requires strong people leadership, data analysis skills, and experience in driving automation and technology solutions within a fast-paced, high-ambiguity environment.
Responsibilities
- Own end-to-end CX quality across assigned businesses, driving measurable year-over-year improvement in defect rates and customer response quality.
- Define the annual CX roadmap, balancing quick wins with structural fixes.
- Partner with FinTech, FinAuto, and Data Engineering teams to design and deploy automation solutions.
- Drive adoption and improvement of ML-powered negative sentiment analysis.
- Own the rollout of next-generation communication and feedback management tools.
- Be the CX voice in cross-functional forums, influencing upstream teams to fix root causes.
- Partner with Tech and Operations leadership to align on priorities, share data, and unblock execution.
- Plan and deliver global CX Summits and Vendor Experience forums.
- Manage, develop, and inspire Customer Experience Specialists across the globe.
- Set clear goals, provide regular coaching, and create development paths for the team.
- Build a team culture focused on data-backed experimentation, dive deep, bias for action, and customer obsession.
Requirements
- Bachelor's degree in business economics, engineering, analytics, mathematics, statistics, information technology or equivalent, or a Bachelor's degree and experience or equivalent experience in finance roles.
- 10+ years of professional experience in Customer Success, Customer Experience, Program Management, or a related analytical role.
- 5+ years of people management experience, including managing geographically distributed teams.
- Track record of driving measurable improvements in customer experience or service quality metrics at scale.
- Strong data fluency — ability to build business cases, interrogate complex datasets, and translate findings into action-oriented narratives for senior leadership.
- Experience managing cross-functional projects with competing priorities, providing escalation management, and making trade-offs.
- Strong written and verbal communication skills with a proven ability to work in ambiguous, fast-paced environments.
Desired Qualifications
- Bachelor's degree, or MBA in management, business administration, economics, engineering, marketing.
- Experience in Accounts Receivable, Order-to-Cash, or Finance shared services environments.
- Hands-on experience with Voice of Customer (VoC) programs, sentiment analysis, and NPS-driven improvement cycles.
- Background in root-cause analysis and continuous improvement methods (Six Sigma, Lean, or similar).
- Experience presenting to and influencing VP-level leadership on CX strategy and investment decisions.
- Proficiency with data analysis and visualization tools (SQL, Excel, Tableau, or equivalent).
Benefits
- Our inclusive culture empowers Amazonians to deliver the best results for our customers.
- If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.
#Customer Experience#Accounts Receivable#Manager#Finance#Global Business Services
Company
Amazon
Job Posted
1 week ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Senior
Locations
Hyderabad, India
Qualification
Bachelor, Master
Applicants
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