Ozan Horuk
Executive Customer Relations Operations Manager - Eu Expansions @Amazon
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WORK HISTORY
Executive Customer Relations Operations Manager - Eu Expansions @Amazon
Berlin, DE
Driving region-wide cross-functional initiatives to maintain and recover brand trust, improving existing product standards, and designing CX requirements for new product launches • Overseeing, maintaining and improving how the ECR Specialists support executive escalations and lead initiatives to eliminate defects and improve CX in EU Emerging Markets • Main POC to VP/Country Managers for customer escalations and advisor as SME on customer service CX • Building and scaling VOC, Anecdotes, Benchmarking and Proactive Interception programs to measure and improve CX standards in EU Emerging Markets • Managing CS workstream of new product launches (e.g: Amazon.com.tr Customer Service, Amazon Prime Turkey, Virtual CS Operations, etc.)
EDUCATION
Anadolu University
Associate’s Degree, Legal Studies, General
Anadolu University
Bachelor’s Degree, International Relations and Affairs
Istanbul Technical University
Bachelor of Science (B.Sc.), Mining Engineering
SKILLS
ABOUT OZAN HORUK
I lead region-wide cross-functional initiatives to maintain and recover brand trust, improve existing product standards, and design CX requirements for new product launches in EU Emerging Markets. I also build and scale effective mechanisms that help teams deliver effective roadmaps, manage portfolios, and set teams up for success to meet their goals on an organizational level.
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