Amazon Program Manager Mock Interview
Master 60 Amazon Program Manager interview questions covering leadership principles, cross-functional collaboration, and delivery metrics.
Question 57 of 60
What strategies would you use to look for ways to reduce customer concessions?
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Karrie Day is a certified career coach and strategist with a passion for helping her clients define and reach their professional goals. She offers career advancement services such as brand development, resume writing and critiques, job search strategies,
Customer concessions represent time and money spent to resolve customer service issues. Amazon seeks to reduce waste as much as possible, and the reduction of customer concessions is a key function of some customer experience program manager roles. Interviewers ask this question to test a candidate's knowledge of concessions and how they can serve to reduce them as a program manager.
Karrie Day is a certified career coach and strategist with a passion for helping her clients define and reach their professional goals. She offers career advancement services such as brand development, resume writing and critiques, job search strategies,
Remember to describe a data-driven approach to reducing customer concessions. Customer experience program managers are expected to have excellent analytical skill sets and comfort in identifying opportunities from their analysis of large data sets.
Karrie Day is a certified career coach and strategist with a passion for helping her clients define and reach their professional goals. She offers career advancement services such as brand development, resume writing and critiques, job search strategies,
"The first thing I would do as a customer experience program manager to reduce customer concessions would be to understand how customer service requests are currently handled and tracked. I would review any available metrics and learn how concession scenarios are currently handled. If there was an opportunity or need to track concession scenario details better, I would partner with IT to look for ways to improve the information available.
Once I understood the current state, I would review the available data to identify trends. I would want to look for certain products or types of products that cause frequent concessions. I would then perform root cause analysis to identify the contributing factors.
From there, I would recommend a strategy to improve the situation. This might include changing the logistics, changing suppliers, training CX staff to handle the situation differently, or dropping a problem product from the catalog."
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