Kimberly Wilber
Baby Registry Program Manager at Amazon
- Role
- Sr Program Manager at Amazon
- Location
- Bellevue, WA, US
- LinkedIn followers
- 500 followers
About Kimberly Wilber
Education is what remains after one has forgotten what one has learned in school.\" Albert Einstein
Experience
Sr Program Manager
Nov 2021 — Present · Seattle, WA, US
The Parent Experience team builds best-in-class customer experiences for parents through Amazon’s Baby Registry and Amazon Family. We bring a unique opportunity to work with customers during an exciting time in their life when so many buying habits change. We seek out ways to make the preparation process easy and fun for new parents.As the Sr. Program Manager for Parent Experience, you\'ll own the team\'s relationship with Customer Service, ensuring that registrants have end-to-end excellence in their experience. You will work with the Parent Experience team, UX, Legal, PR, and partner teams across Amazon to manage internal business processes and support the team with content and data that drives business decisions. Duties include- Owning the teams\'s Customer Service connection by working with agents to resolve customer complaints and tracking relevant business metrics- Establishing a process with CS to identify, raise, and investigate emerging issues in order to resolve them before they have large-scale impact- Auditing and maintaining SOPs for CS agents and customer-facing Help pages- Monitoring and measuring internal and external Voice of Customer (VOC) data- Funneling VOC trends into projects that improve the customer experience- Supporting on- and off-site marketing and monetization vehicles, working with marketing, product, and program managers on the Parent Experience team- Maintaining monetization SOPs for retail partners, including updating content, templates and wikis, working with appropriate resources to validate content accuracy- Working with Business Intelligence and Data Engineers to provide support across the business team for core metrics and deep dives
Education
Brigham Young University
MBA
2008 — 2010
Brigham Young University
BS, Biology
1999 — 2003
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