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Form of work
Salary Amazon Customer Service (CS) is seeking an experienced Senior Program Manager to join the Consumer Customer Service Support (C2S2) Program Delivery team. The successful candidate will collaborate with global, cross-functional business teams and CS operations to ensure readiness and deliver projects that impact the customer and CS associate experiences.
This role requires keen stakeholder management, negotiation, and prioritization skills. To excel, you will use your project or program management experience to advocate for, and improve, the customer experience, using KPIs to make data-driven decisions. You will define, design, and drive a program's vision and roadmap to completion in addition to supporting business team's CS-impacting initiatives. You will be comfortable in a fast-paced multi-tasked environment. You will also be comfortable negotiating with key business partners and teams across multi-functions to gain alignment on program vision, project selection and prioritization, ultimately having responsibility for all aspects of the programs execution. Written communication skills are critical to achieve buy in, and report progress, to leadership teams.
Key job responsibilities
- Define the strategy and direction for projects and gain consensus and clear alignment at all levels as appropriate.
- Interact with cross-disciplinary and cross functional teams like Customer Service Operations, Quality teams, Customer Experience, Capacity Planning, and multiple technical teams to design the project's standard operational procedures, processes and technical requirements.
- Define, prioritize and plan projects that need to be implemented to execute on the process and technical requirements.
- Schedule, secure resources and manage cross functional teams to deliver to these projects.
- Monitor the execution and ensure the delivery of projects in a program is to an appropriate level of quality, ensuring the overall integrity of the request.
- Monitor project's overall progress; anticipate risks, resolve issues and initiate corrective action as appropriate.
- Manage the dependencies and the interfaces between projects and negotiate the trade-offs needed.
- Provide overall stakeholder management and project progress reporting on a regular basis.
- Where applicable, manage and oversee third party contributions to the project
We are open to hiring candidates to work out of one of the following locations:
London, GBR
BASIC QUALIFICATIONS - Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience defining program requirements and using data and metrics to determine improvements
- Experience in complex problem solving, and working in a tight schedule environment
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
PREFERRED QUALIFICATIONS - PMP
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