Program Manager, EU Customer Insights
il y a 3 semaines
Amazon's Customer Service (CS) division is on the lookout for a seasoned Senior Program Manager to become an integral part of our European CS team. The ideal candidate will play a pivotal role in enhancing the customer experience across the EU.
Your primary responsibility will be to spearhead a high-profile Customer Service Voice of Customer (VOC) initiative that is set to significantly influence the EU customer journey.
We seek an accomplished Program Manager with a proven track record in managing and executing intricate expansion initiatives, ideally within the customer service or retail sectors.
In this dynamic and fast-paced environment, you will need to define, design, and drive the vision and roadmap for the program.
As an expert collaborator, you will engage in negotiations with key business partners and teams across various functions to achieve alignment on the program's vision, project selection, and prioritization. You will ultimately hold responsibility for all facets of program execution.
Key Responsibilities:
- Establish the program's direction and secure consensus and alignment at all levels within Amazon's Customer Service.
- Collaborate with cross-functional teams, including Customer Service Operations, Retail, Seller Services, and IT, to develop the program's standard operational procedures, processes, and technical specifications.
- Identify, prioritize, and plan the projects necessary to implement the defined processes and technical requirements.
- Coordinate resources and manage cross-functional teams to ensure project delivery.
- Oversee project execution to guarantee quality and maintain the overall integrity of the program.
- Track the program's progress, anticipate risks, resolve issues, and initiate corrective actions as needed.
- Manage dependencies and interfaces between projects, negotiating necessary trade-offs.
- Exhibit exceptional stakeholder management and relationship-building skills.
- Provide regular updates on program progress.
- Where applicable, oversee third-party contributions to the program.
- Assume end-to-end responsibility for the program's execution and success.
Basic Qualifications:
- Experience in program or project management.
- Proficiency in utilizing data and metrics to drive improvements.
- Experience in owning program strategy, overseeing end-to-end delivery, and communicating results to senior leadership.
Preferred Qualifications:
- Experience in leading process enhancements.
- Demonstrated ability to manage program strategy and communicate results effectively to senior leadership.
Amazon is committed to equal opportunity employment. We believe that a diverse workforce is essential to our success. Our hiring decisions are based on your experience and skills. We value your desire to explore, innovate, simplify, and build.
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