Program Manager, Customer Experience

2 weeks ago


Riyadh, Saudi Arabia Afaq Q Tech General Trading Full time

3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements

Amazon's mission is to be earth's most customer-centric company. We work towards a single goal: to ensure the best experience for our customers. To achieve this, Amazon Middle East Customer Service (CS) is looking for a Program Manager who will work across the entire customer lifecycle to analyze, identify and deliver process, policy or technology improvement opportunities that eliminate defects and reduce customer effort.

The Program Manager will lead a crucial Customer Experience (CX) program and will drive improvements that raise the bar for the customers. The Program Manager will combine a strategic mindset with a masterful analytic ability, and will be skilled at enabling cross-functional change using their bar raising stakeholder management, judgement and program management skills. This role owns the CX Roadmap and maintains the CX health for the initiatives running throughout the business. The role is expected to challenge any threats to customer experience, and advocate on behalf of the customer. You should have the experience and capability to prepare documentation for senior executives.

Key job responsibilities
- Manages delivery of projects and process improvements by working closely with business stakeholders.
- Own the execution of the CX roadmap and timely delivery of projects therein.
- Drives a culture change in across business functions to ensure customer experience improvement is considered as a top priority for business leaders.
- Works with product and business teams to deep dive the root cause of anomalies and unfavorable trends, and drives resolution of issues to closure.
- Performs quantitative and qualitative analysis of internal and customer-facing processes, and customer interactions to identify improvement opportunities.
- Creates dashboards, reports and metrics and prepares inputs to weekly, monthly and quarterly business reviews with Operations teams and senior leadership.
- Designs, delivers and owns mechanisms to surface and address defects on a continuous basis, in partnership with other teams.
- Proactively manages large scale customer impacting issues and creates systemic fixes and mechanisms to address them.
- Act as the voice of the customer toward a broad range of stakeholders, driving change through robust delivery and governance mechanisms.

Riyadh, SAU
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules



  • Riyadh, Saudi Arabia Designlab Experience Full time

    As a Content Creator/Program Curator you will be setting the final activation proposed within the structure and curate the journey of each activation. A large part of the role is collecting information from different sources, including the client to gather content for the activation. You will liase with the awarded content agency to coordinate and organise...


  • Riyadh, Saudi Arabia Devoteam Full time

    Devoteam is a leading consulting firm focused on digital strategy, tech platforms and cybersecurity. By combining creativity, tech and data insights, we empower our customers to transform their business and unlock the future. With 25 years’ experience and more than 8,500 employees across Europe, the Middle East and Africa, Devoteam promotes responsible...

  • Berry Farm Manager

    4 weeks ago


    Riyadh, Saudi Arabia Farm Manager SA Full time

    **Riyadh Area - Saudi Arabia**: Our client is looking for an experienced Berry Farm Manager to join the team. **MINIMUM REQUIREMENTS** - Bachelor’s degree in Horticulture or related Agricultural field - Minimum of 10 years in Horticulture / Agriculture industry experience - Direct Experience in Strawberry hydroponic growing (5+ years). - Direct Experience...


  • Riyadh, Saudi Arabia Calo Full time

    **About Calo** Launched in Bahrain in November of 2019, Calo is on a mission to make healthy easy. We’re a team of dedicated people driving this mission by providing better, faster, and cheaper ways to access food through technology. **What you’ll be working on** - Communicating with customers over live chat and phone calls to answer their questions and...


  • Riyadh, Saudi Arabia ROSHN Full time

    Strategy Development: Collaborate with senior management to develop and refine the customer experience strategy aligned with the organization's goals and values.Customer Journey Mapping: Analyze and map out the customer journey across various touchpoints to identify pain points and areas for improvement.


  • Riyadh, Saudi Arabia Breadfast Full time

    Interact with Breadfast customers over system, phone and email messagesDetermine customer needs and provide appropriate solutionsEmpathize with and prioritize customer needsRespond to customer inquiries on Breadfast social media channelsReview customers’ feedback and order reviews on daily basis and resolve any issues in a timely manner.Periodically...


  • Riyadh, Saudi Arabia Parsons Full time

    Parsons is looking for an amazingly talented Programs Planning Manager to join our team! POSITION OVERVIEW The Planning Manager is responsible for managing the program-wide project control/ scheduling activities and maintaining the Program Master Schedule. He develops the capability and supervises the performance for all program planning / scheduling...

  • Program Manager

    4 weeks ago


    Riyadh, Saudi Arabia Rainmaking Full time

    **About us** Founded in 2010, Startupbootcamp ranks as the world's 3rd largest startup accelerator. We operate through more than 20 global offices and have invested in 1,400+ companies worldwide. - Actively manage the daily operations and tasks of startups within the program, ensuring that all aspects of the program run smoothly to meet stakeholder...


  • Riyadh, Saudi Arabia Sweater Full time

    **Join the Sweater Revolution as our Head of Customer Experience (CX)** **Location**: Riyadh, Saudi Arabia **Employment Type**: Full-time **Who We Are**: At Sweater, we're redefining car care in Riyadh with a focus on quality, convenience, and sustainability. Our mission is to deliver top-tier car care experiences that not only meet but exceed customer...


  • Riyadh, Saudi Arabia ROSHN Full time

    StrategyDevelopment: Collaborate with senior management todevelop and refine the customer experience strategy aligned withthe organization's goals andvalues.CustomerJourney Mapping: Analyze and map out the customerjourney across various touchpoints to identify pain points andareas forimprovement.


  • Riyadh, Saudi Arabia Breadfast Full time

    Interact with Breadfast customersover system, phone and email messagesDeterminecustomer needs and provide appropriatesolutionsEmpathize with and prioritizecustomer needsRespond to customer inquiries onBreadfast social media channelsReviewcustomers’ feedback and order reviews on daily basis andresolve any issues in a timelymanner.Periodically test Breadfast...

  • Program Manager

    3 weeks ago


    Riyadh, Saudi Arabia Global IT Search Pvt Ltd Full time

     To plan and manage the program [entire life cycle] in alignment with the strategic intent of the program. To manage key Program Partners / Stakeholders for smooth integration and implementation of the program and achievement of its objectives. To plan and ensure to meet the program objectives and deliverables. To ensure project planning...

  • Program Manager

    3 weeks ago


    Riyadh, Saudi Arabia Air Apps Full time

    Expanding program offering and enhancing the quality of existing programsDeveloping and implementing strategy for the program team, including developing a robust risk mitigation planUnderstanding how different projects interlink and overlapWorking with the HR team to manage staff and resources for programsLiaising with the marketing and communications team...

  • Program Manager

    3 weeks ago


    Riyadh, Saudi Arabia Global IT Search Pvt Ltd Full time

     To plan and manage the program [entire lifecycle] in alignment with the strategic intent of theprogram. To manage key Program Partners /Stakeholders for smooth integration and implementation of theprogram and achievement of its objectives.To plan and ensure to meet the program objectives anddeliverables. To ensure project...


  • Riyadh, Saudi Arabia Fortinet Full time

    The Program Manager is responsible for ensuring from start to finish - the delivery of complex projects on time and according to the negotiated Scope of Work. The Program Manager's is expected to manage a virtual team comprising; Customer Contacts, Fortinet Sales, Professional Services and Technical Support to ensure a technically sound, financially...

  • Program Manager

    3 weeks ago


    Riyadh, Saudi Arabia Air Apps Full time

    Expanding program offering andenhancing the quality of existingprogramsDeveloping and implementing strategyfor the program team, including developing a robust risk mitigationplanUnderstanding how different projectsinterlink and overlapWorking with the HR teamto manage staff and resources forprogramsLiaising with the marketing andcommunications team to...

  • Program Manager

    4 weeks ago


    Riyadh, Saudi Arabia Trend Micro Full time

    When you join Trend, you become part of a unique and diverse global family and you get to work towards a world safe for exchanging digital information. ABOUT TREND MICRO Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, global threat research, and continuous...


  • Riyadh, Saudi Arabia InnovationTeam Full time

    InnovationTeam is a leading technology solutions provider that specializes in delivering complex projects to businesses. We are seeking a highly skilled Program Manager and Mega projects senior manager to join our team. As a Program Manager and Mega projects senior manager at InnovationTeam, you will be responsible for overseeing and managing the successful...


  • Riyadh, Saudi Arabia Marriott International, Inc Full time

    **Job Number** 23142763 **Job Category** Rooms & Guest Services Operations **Location** The St. Regis Riyadh, 2941 Makkah Al Mukarramah Road, Riyadh, Saudi Arabia, Saudi Arabia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Entry level management position that is responsible...


  • Riyadh, Saudi Arabia Marriott International, Inc Full time

    **Job Number** 22206485 **Job Category** Rooms & Guest Services Operations **Location** The St. Regis Riyadh, 2941 Makkah Al Mukarramah Rd, Riyadh, Saudi Arabia, Saudi Arabia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Serves as the property Manager on Duty and oversees all...