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.