Robb Moody

About Robb Moody

At Amazon, my focus is on redefining customer service through innovative customer-focused…

Experience

1. Sr Manager & Principal Program Manager

   Amazon

   Dec 2015 — Present

   Currently, I guide a world-class Customer Service team, directing transformative initiatives to continually evolve best-in-class digital and device support offerings, and to create unparalleled experiences for customers. Highlights include: Spearheading the complete reengineering of Amazon’s support model for some of the company’s most lucrative and complex technical products, including Echo & FireTV devices, Prime Video, and smart home gadgets. I assembled a team of 500+ Customer Service Champions to drive the transformation and dramatically improve support delivery. We succeeded in boosting customer satisfaction ratings to 88%+, 200 basis points over the YoY target, and attained ratings of 4+ stars for each device launched in 2021 and the first half of 2022. Every additional ½-star strengthened bottom-line results for the device, equating to a 7-12% increase in overall sales. Rolling out an innovative customer support model, specially designed for the global launch of New World, Amazon’s first successful video game. In the first week after launch, New World vaulted past other established titles to become the most played game on Steam. The new support model was instrumental in this success, supporting 53% more players than projected. Architecting and launching a new Program Management Office (PMO) to fill a strategic need for the People Technology (HR) organization. The PMO implemented project management best practices and detailed reporting solutions to enhance the effectiveness of 600+ developers, TPMs, and PMs. Establishing a new product vision/roadmap and directing a top-performing team to rescue a failing, custom Salesforce implementation for University Recruiting teams. We leveraged an Agile development framework to remedy 75 critical defects and add 50 new features in just six months, delivering the implementation under a tight deadline, in time to process over 200K applications and hire 6,500+ students.

Education

• University of Colorado Denver

  Master's, Business Administration

  2002 — 2005

• University of Colorado Boulder

  Bachelor's of Science, Journalism

  1991 — 1995

• Villanova University

  Master's Certificate, Program Management

Skills

• People Development
• Crm
• Oracle
• Business Analysis
• Six Sigma
• Customer Relationship Management (Crm)
• Business Intelligence
• Management
• Cross-Functional Team Leadership
• Leadership
• Project Management
• Vendor Management
• Team Building
• Team Leadership
• People Management
• Strategic Planning
• Business Development
• Integration
• Program Management
• Team Management
• Scrum
• Product Management
• Strategy
• Process Improvement
• Project Planning
• Problem Solving
• Customer Experience