We're seeking an exceptional leader to revolutionize how we handle our most critical customer situations in Amazon Autos, where customers are making one of the largest financial commitments of their lives. This role will architect the frameworks, tools, and processes that ensure exceptional resolution for our most challenging customer scenarios in the high-stakes world of automotive purchases.

Key Responsibilities:
In this role, you will design and implement scalable frameworks for managing customer escalations, enabling CS teams to resolve complex issues autonomously. You will serve as the executive escalation point for high-priority customer situations, demonstrating exceptional judgment and customer obsession. Your responsibilities include creating data-driven mechanisms to monitor, control, and continuously improve the escalations process. You will partner closely with Concessions and Operations teams to ensure seamless customer resolution paths. Additionally, you will build analytics frameworks that transform customer feedback into actionable insights for Product teams, and develop and maintain escalation policies that balance customer satisfaction with business goals.

The Ideal Candidate Will Have:
The successful candidate brings a strong track record of building operational excellence in complex, customer-facing environments, coupled with exceptional analytical capabilities and experience turning data into actionable insights. You should have a proven ability to influence cross-functional teams and senior leadership, along with experience creating scalable frameworks that enable front-line teams. We're looking for someone who combines strategic thinking with tactical execution capabilities, and brings a background in customer service operations, preferably in high-value transaction environments.

Key job responsibilities
As the owner of Amazon Autos' escalation and resolution frameworks, you will shape how we handle our most complex customer situations. You will build, maintain, and continuously improve scalable systems that empower our CS teams to resolve challenging scenarios independently. As a thought leader in this space, you will establish and document clear paths to resolution, create measurable quality controls, and drive operational improvements. When necessary, you will personally step in as an Executive Customer Relations point of contact for our highest-priority cases, requiring exceptional judgment and a deep commitment to customer obsession.

Core to this role is the development of mechanisms that transform our customer contacts into actionable insights. This includes creating analytics frameworks, building monitoring systems, and establishing control points throughout the escalation process. You will work in close partnership with our Concessions and Operations teams to ensure our resolution paths are seamless and effective. Your insights will directly influence product strategy through the systematic collection and analysis of customer feedback, helping us prevent issues before they occur. Success in this role requires balancing customer satisfaction with business goals while maintaining the integrity of our escalation processes through clear policies and guidelines.

About the team
Amazon Autos is building a new customer experience which enables shopper to complete their entire vehicle discovery and purchase journey in Amazon’s online store, providing better convenience and selection than the traditional car shopping process.