Robin Cohen
Gilbert,AZ
Summary
Strategic Senior Program Manager with 10+ years leading global customer experience, tax operations, and escalations programs within complex, high-volume enterprise environments. Proven track record building scalable governance frameworks, designing escalation pathways, and launching customer-facing compliance programs across new business verticals. Data-driven leader experienced in executive reporting, cross-functional influence, and continuous process improvement to reduce customer effort, improve SLA adherence, and strengthen operational performance.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Program Manager
DHL –Logistics
Chandler, AZ
01.2024 - Current
- Serve as escalation owner for complex stakeholder issues, driving root cause analysis and systemic process improvements.
- Led cross-functional teams to implement logistics solutions, enhancing operational efficiency and service delivery.
- Build and maintain operational dashboards in Excel to monitor productivity, SLA adherence, and workflow bottlenecks.
- Identify recurring failure points and implement structural improvements to increase resolution speed and accountability.
- Facilitate governance cadences and performance reviews to ensure alignment across stakeholders.
- Developed and executed strategic initiatives to optimize supply chain processes, reducing lead times and costs.
Senior Program Manager
Universal Products
Redmond, WA
03.2023 - 01.2024
- Managed customer-facing tax compliance workflows across multi-state jurisdictions, ensuring regulatory adherence and audit readiness.
- Designed case tracking and SLA reporting frameworks to improve turnaround times and operational visibility.
- Partnered with vendors, Finance, and Operations to resolve systemic documentation gaps and reduce customer escalations.
- Supported implementation of regulatory-driven process updates and training initiatives.
- Analyzed performance metrics to identify improvement areas, driving continuous process enhancement efforts.
Customer Experience Senior Program Manager
Amazon Business
Tempe, AZ
05.2021 - 03.2023
- Led global customer care operations supporting complex tax exemption and compliance cases across call and case-based channels.
- Reduced repeat customer contacts by 27% by implementing structured help notes and standardized ATEP enrollment guidance, improving first-contact resolution and reducing customer effort.
- Owned WBR and QBR executive reporting for ATEP escalations, analyzing adoption rates, identifying performance gaps, and delivering data-driven insights to senior leadership to inform program improvements.
- Monitored escalation drivers and adoption trends, influencing cross-functional partners to address miss gaps and strengthen frontline resolution effectiveness.
- Built reporting dashboards to track case volume, SLA adherence, resolution time, and contact drivers.
- Partnered with Product, Sales, and Enablement teams to improve tax-related customer journeys and frontline readiness.
Customer Experience Senior Program Manager
Amazon
Seattle, WA
02.2014 - 04.2021
- Directed global escalations and tax-related customer support operations across multiple contact centers.
- Owned governance and oversight of 2,000+ monthly escalations, leading a team of 5 and reducing escalations by 15% through structural process improvements, agent empowerment enhancements, and refined case routing criteria.
- Reduced tax refund resolution time by 43% by designing and implementing an automated large-batch refund workflow, eliminating manual bottlenecks and improving SLA adherence.
- Led customer-facing tax and escalation workstreams for multiple high-visibility Amazon business launches, including Amazon Pharmacy, Travel, Prime, Wardrobe, and Go Store, partnering with Product, Legal, Engineering, and Operations to design scalable compliance workflows, support readiness frameworks, and escalation pathways in ambiguous and highly regulated environments.
- Developed structured QA, coaching, and calibration frameworks to improve resolution accuracy and agent effectiveness.
- Partnered with Legal, Policy, and Tax authorities to resolve complex regulatory cases and standardize global case handling procedures.
Education
Bachelor of Arts - Business Administration and Management
University of Oregon
Eugene, ORSkills
- Escalations Strategy and Governance
- Global Support Operations
- Process Design and Continuous Improvement
- Cross-Functional Program Leadership
- Executive Reporting (WBR/QBR)
- Root Cause and Contact Driver Analysis
- SLA and Performance Management
- Regulated Environment Operations
- Vendor and BPO Management
- Dashboarding and Data Analysis
Certification
- Google AI Essentials Professional Certificate
- Cornell University User Experience Design Certificate
- Foundations of Project Management Certificate
- Introduction to Scrum Master Training Certificate
- Excel for Data Analysis
Timeline
Senior Program Manager
DHL –Logistics
01.2024 - Current
Senior Program Manager
Universal Products
03.2023 - 01.2024
Customer Experience Senior Program Manager
Amazon Business
05.2021 - 03.2023
Customer Experience Senior Program Manager
Amazon
02.2014 - 04.2021
Bachelor of Arts - Business Administration and Management
University of Oregon