Nicole Ross
Overview
8
8
years of professional experience
Work History
Chief of Staff
Amazon
Seattle
01.2024 - Current
- Chief of Staff for Worldwide eCommerce team of 1300+
- Manage the office of the VP, work closely with HR and Finance leadership on strategic org structuring, budget, org-wide employee engagement activities and lead a team of 6 EAs
- Member of the DEI team with a focus on elevating women into leadership roles
- Collaborate with senior leadership on executive communication, created systems and mechanisms to track deliverables, established the Rhythm of the Business for the annual business cycles and updated or created SOPs creating smoother more predictable schedules
- Successfully managed team space restacks consolidating 550 employees across 4 buildings into one building within a 2-month timeline
- Proactively manage conflicting priorities and allocate time and work-back schedules for the leadership team to achieve key deliverable deadlines
Sr. Program Manager, Customer Experience
Amazon UK
virtual
01.2020 - 01.2024
- European Voice of the Customer (VoC) Program Manager in Amazon’s Customer Service organization leading customer experience improvement projects, contact reduction and defect elimination initiatives across multiple retail verticals
- Lead the UK Customer Service organization of 3000 agents through marquee events such as Prime Day and Black Friday/Cyber Monday (Peak)
- Managed and mitigated large-scale customer-impacting developing issues across the UK and created customer service agent-facing content with customer contact guidance to ensure service levels and performance KPIs are met
- Troubleshooted a variety of customer experience issues and worked with partner teams to discover and resolve root causes
- Provided regular data analysis and reporting to Worldwide ops and leadership teams
- Managed project to improve perceived counterfeit by minimizing customer interactions linked to suspected counterfeit items sold on Amazon leveraging detail page enhancements and content improvements, saving $21M and 170K contacts
- Curated bespoke Contact Listening Sessions for various Retail teams, bringing the Voice of the Customer closer to their daily work to influence their roadmaps and feature improvements
- Hosted 16 sessions for 527 brand specialists and vendor managers playing actual customer calls which resulted in 94 action items which reduced customer service contacts by 279K annualized and a savings of $3.6M in returns & concessions directly related to the defects identified in these sessions
Program Manager & Sr. Executive Assistant
Amazon UK
London
01.2019 - 01.2020
- Served as Chief of Staff, critical member of the leadership team attending VP-level meetings and compiled action items/follow-ups, established the rhythm of the business, collaborated with Directors on long-term strategic planning and supported authoring the 3-year operational plans
- Executed org-wide events across multiple countries, managed Monthly All Hands, monthly team building employee engagement events and other team engagement activities
- Developed training videos for critical buying program to improve our profitability, oversaw monthly metrics reporting, built and maintained team Wiki, generated and distributed monthly Newsletters, worked with Business Analyst to re-improve monthly P&L statements for leadership documents
Sr. Executive Assistant to VP of Amazon Fashion
Amazon
01.2018 - 01.2019
- Executive-level support to VP and Director in the Amazon Fashion team of 500+ employees
- Managed critical team events in multiple time zones, supported with document writing and operational planning, prepared PowerPoint presentations and report binders for executives for senior leadership team
- Heavy domestic and international business travel coordination including detailed itineraries, seamless transfers and related expense reports
- Partnered closely with HR and recruiting on strategic organization planning
- Managed office space planning for a team of 500+ in Seattle HQ and two satellite offices in NYC
- Key member of recruiting taskforce, organized career fairs in main Seattle HQ for Amazon Fashion, managed employee engagement, owned the Rhythm of Business, tracked action items and deliverables from All Hands, document reviews and other critical meetings
- Managed multi-building and multi-city internal space restacks with over 500 employees with InfoSec security requirements, building permitting, cypher lock and security guard installation
Executive Assistant to VP/Associate General Counsel
Amazon
01.2017 - 01.2018
- Heavy executive-level calendar management, organized weekly team leadership meetings, gathered action items and sent out meeting minutes and expected deliverables
- Supported with budgeting, goals, recruiting, team engagement activities and owned the Rhythm of Business
- Coordinated extensive travel, expenses, and calendars for VP of Legal
- Scheduled meetings with Outside Counsel and developed legal binders with sensitive and confidential information
- Large-scale event planning with entire Amazon Legal leadership team and outside council including Superior court judges
- Heavy coordination with facilities, catering, outside council team admins, travel coordination, keynote speaker including Amazon’s SVP of Legal
- Managed all communications internal and external and raised the bar on hosting events, being recognized as excellent by the SVP of Legal
Business Operations Manager to Founder & CTO
MileZero
Seattle, WA
CEO & Founder
Smart Sprouts Child Care
Seattle, WA
Business Administrator (SVP)
CTI Biopharma
Seattle, WA
Executive Analyst to President & CEO
Global Water Resources
Phoenix, AZ
Executive Assistant/Business Admin
Intellectual Ventures
Bellevue, WA
Timeline
Chief of Staff
Amazon
01.2024 - Current
Sr. Program Manager, Customer Experience
Amazon UK
01.2020 - 01.2024
Program Manager & Sr. Executive Assistant
Amazon UK
01.2019 - 01.2020
Sr. Executive Assistant to VP of Amazon Fashion
Amazon
01.2018 - 01.2019
Executive Assistant to VP/Associate General Counsel
Amazon
01.2017 - 01.2018
Business Operations Manager to Founder & CTO
MileZero
CEO & Founder
Smart Sprouts Child Care
Business Administrator (SVP)
CTI Biopharma
Executive Analyst to President & CEO
Global Water Resources
Executive Assistant/Business Admin
Intellectual Ventures
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