Derek H.

Sr. Program Manager, Customer Service

Role: Sr Program Manager, Concession Decision Experience - Customer Service at Amazon
Location: Seattle, WA, US
LinkedIn followers: 500 followers

OperationsView LinkedIn profile

Experience

Sr Program Manager, Concession Decision Experience - Customer Service
Amazon
Jun 2024 — Present · Seattle, WA, US
Program Manager overseeing the end-to-end evaluation of the customer experience and contacts when seeking a concession-Led 15 customer experience workshops, highlighting painful customer contacts to leadership, leading toimprovements across policies, systems, and processes-Partnered with CS product and tech stakeholders to deep-dive into the associate experience with the new Case Management UX, and identify opportunities to improve the contact handling and follow-up experience.

Education

Eastern Washington University
BA
2006 — 2008
Olympic College
AAS
2004 — 2006

Contact information

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•••••@amazon.com
Personal email
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Current company

Amazon

Software Development · 10K employees · 2127 7th Ave., Seattle, WA, 98109, US

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1." What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.

amazon.com

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Experience

Sr Program Manager, Concession Decision Experience - Customer Service

Education

Eastern Washington University

Olympic College

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