This role is the global leader of customer service for Amazon Music, within Digital Devices and Alexa Support (D2AS) the Amazon Customer Service unit that supports Amazon's device, services, media and entertainment businesses. Leading a small, but impactful customer experience and support team, this leader has single-threaded responsibility for the customer support experience, performance of customer services, and eliminating the defects that cause Amazon's Music customers to need support. This role connects Amazon Customer Service and Amazon Music - Amazon's multi-national music streaming and audio business.

Key job responsibilities

- Partner with other D2AS and Amazon CS teams to ensure the effective and efficient delivery of support to Amazon Music customers as needed.
- Use VOC data and analytics to identify defects that require Music customers to use Amazon Customer Service.
- Be the customer service partner for Amazon Music working with multiple Directors and their teams to partner on support goals and objectives that provide better support for customers or eliminate their need for support entirely.
- Deliver D2AS and Amazon Customer Service objectives and goals to be the most trusted provider of device and digital customer services.

A day in the life
Never the same as yesterday or tomorrow, these are all actual examples from a day in the life of a product category leader (STL) in D2AS. A single day in this role could see you checking in on Amazon's customer service performance, working on a proposal document for a new customer service initiative, or collaborating with colleagues to address opportunities to improve Amazon Music customer's product and support experiences.
You could be working with your team and D2AS colleagues to respond to enquires from Amazon's CEO or S-Team leaders, root cause a customer issue based on VOC, or working out how to scale a pilot customer service program.