Executive Customer Relations Manager - EU (f/m/d), Amazon Devices, Digital Services, and Alexa Support (D2AS) in Berlin, Deutschland; Deutschland, Europa

Job summary
Executive Customer Relations (ECR) is a role model within worldwide Customer Service, ensuring that problems are resolved not just for an individual, but for all customers. As an ECR Manager (f/m/d) , you will the European support teams from Berlin, Germany in resolving egregious customer experiences and creating lasting solutions that affect customers everywhere. You will build scalable global mechanisms, oversee cross-team and cross-functional projects, and represent D2AS ECR outputs through shared performance measurement and reporting. You will feed insights back into the business by identifying trends and driving initiatives that systemically improve the customer experience.

In this role, you will work with the Consumer ECR, D2AS ECR, and Customer Trust teams in support of the strategy and health of team operations through implementation of program and operational mechanisms, alignment and standardization efforts to support scaling, and replication of proven initiatives. The ECR Manager will have regular one-to-ones with Escalation Specialists, will manage performance and provide coaching, real time support, analyzing data related to Executive Escalations and Product Safety Escalations and support the vision for the team.
The ECR teams supporting European customers are located in Germany, Italy, Morocco, and South Africa. This role is based in Berlin, Germany.

Key job responsibilities
Responsibilities:

* Lead and manage teams of ECR Specialists; responsible for the overall direction and performance of the team
* Manage metrics to measure the team’s performance, coach and develop the team to raise the bar on resolving egregious issues
* Identify, assess, track and mitigate program/project risks
* Identify trends, themes, emergent topics, and insights through manual review and research of large and small data sets
* Create, maintain, and disseminate project information to stakeholders
* Build strategic relationships with stakeholders to drive policy change or improvements that ensure the best customer experience
* Drive effective teamwork, communication, collaboration, and commitment across multiple disparate groups with competing priorities
* Solve ‘Trust busters’ working together with other teams on most egregious and complex customer pain points
* Participate in monthly and quarterly business reviews with senior leadership by providing impactful updates and being the voice of customer for the business