MSP CX Lab Admin

Help create the future of customer experience at Amazon It’s an exciting time to be part of the Amazon Operations Innovation Lab team. Our team will open an Experience Center within the Operations Innovation Lab in MXP3, Vercelli, where visitors from inside and outside Amazon can experience how Amazon innovates for its employees and customers. We’re looking for an extremely customer-focused individual who can support the administration of the Lab and engage with visitors of the Experience Center.

This individual will focus on the administration of the lab and management and execution of tours for the Innovation Lab Experience Center. We are looking for an individual with strong personal skills and attention to detail, as well as technical understanding and willingness to learn about MSP technologies, to provide fun and engaging Experience Center tours.

The Lab Admin & Tour Specialist will support Experience Center tours by providing a world-class customer experience to a diverse audience consisting of Amazonians or non-Amazonians, which may include media and government officials, Education institutes, Amazon Upper Management, on a daily basis. The candidate will support the Administration of the lab including shipments of parts and technologies, management of cross-functional, project related tasks and technology training alignments. This candidate will possess superb organizational skills and exercise good judgement with extreme attention to important details. This candidate will work effectively with internal and external stakeholders to drive efficient and professionally run tours. This person has excellent communication skills, including the ability to speak and present to large groups of stakeholders, has a willingness to roll up their sleeves to get the work done, and enjoy the challenges of helping craft great experiences for our customers.

The successful candidate will possess the ability to work efficiently and independently; learn quickly; manage high volumes of tasks and projects with little guidance; react with appropriate urgency to situations and events that require a quick response or turnaround; take effective action without having to know the total picture; think creatively, strategically, and critically; and be proactive in solving problems that affect people within the group or other related groups. The candidate will also be client-service oriented, have great attention to detail while still meeting tight deadlines, have great organization and communication skills, and have the ability to easily switch gears. A high level of professionalism, integrity, and discretion in handling confidential information, as well as the ability to work well with people at all levels inside and outside the company, is essential.

Key job responsibilities
·Lead Experience Center tours program in the Operations Innovation Lab in MXP3, providing detailed explanation of equipment, processes, technologies and innovation landscape
·Take a lead role delivering messaging about Amazon with both internal partners and external audiences;
·Coordinate fulfillment center tours
·Maintain a calendar of tours within the Fulfillment Center
·Align tour requests with lab internal validation activities and availability of lab space for tours
·Support daily coordination activities of the lab including technology shipments, supply tracking, training and certification coordination
·Make process recommendations to achieve operational excellence
·Identify issues and escalate as appropriate
·Contribute knowledge, and promote a knowledge-sharing culture
·Tracking tour activities and providing status in a weekly report to manager
·Identify opportunities for improving customer experience
·Be prepared to host multiple tours a day, each lasting approx. 60 minutes.
·Be able to answer questions spontaneously
·Tailor presentations to suit the background and interests of different tour groups
·Organize and conduct hands-on demonstrations of laboratory equipment to showcase its functionality and practical applications
·Ensure the safety and proper handling of equipment during demonstrations
·Collaborate with educational institutions to promote and organize tours for students, encouraging interest in science and technology

We are open to hiring candidates to work out of one of the following locations:

Vercelli, ITA

BASIC QUALIFICATIONS

- Bachelor's degree in Engineering or Business Management
- Italian and English Language communication skills (speaking and writing) required fluent in Italian speaking and writing
- Public speaking or tour giving experience and presentation skills
- On site attendance is required with occasional travel (approx. 20%)

PREFERRED QUALIFICATIONS

- Customer service focus experience
- Experience managing media relationships
- Self starter and ability to work independently and autonomously

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