Description 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 person will be the single threaded owner who will drive key transformation and process improvements working backwards from customer feedback. 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 - Make real impact for Amazon customers from Day 1 - 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 - 5+ years of tax, finance or a related analytical field experience in Customer Experience/Success and Customer Service Operations. - Experience in CX, program management, transformation, product management or continuous improvement - Track record in understanding and advocating for customer needs, and driving improvements on behalf of customers - Experience 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 - Experience influencing all levels of the organization through high quality documents and presentations Preferred Qualifications - MBA, or CPA - Experience working with large-scale data mining and reporting tools (examples: SQL, MS Access, Essbase, Cognos) and other financial systems (examples: Oracle, SAP, Lawson, JD Edwards) - Experience working with senior stakeholders (e.g. VP or c-suite level) - Knowledge of Accounts Receivable/Payable processes - 6+ years participating in continuous improvement projects to scale and improve controllership - 6+ years identifying incomplete or inaccurate data, identifying the root cause and creating/implementing an escalation plan Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.