Lead Program Manager for European Customer Service

il y a 3 semaines

Clichy, Île-de-France Amazon France Logistique SAS - A41 Temps plein

Amazon's Customer Service (CS) division is on the lookout for a seasoned Senior Program Manager to enhance our European team. The ideal candidate will play a pivotal role in steering a high-profile Customer Service Voice of Customers (VOC) initiative that will significantly influence the customer experience across the EU.

Your expertise as a Program Manager will be crucial, particularly if you have successfully managed intricate expansion initiatives within the customer service or retail sectors.

In this dynamic and fast-paced environment, you will be expected to articulate, design, and propel the program's vision and strategic roadmap.

As a skilled collaborator, you will adeptly negotiate with key stakeholders and teams across various functions to secure alignment on the program's vision, project selection, and prioritization. You will ultimately oversee all facets of the program's execution.

Key Responsibilities:

  • Establish the program's direction and achieve consensus and alignment at all organizational levels within Amazon's Customer Service.
  • Engage with cross-functional teams, including Customer Service Operations, Retail, Seller Services, and IT, to formulate the program's standard operational procedures, processes, and technical specifications.
  • Identify, prioritize, and strategize the projects necessary for implementing the defined processes and technical requirements.
  • Coordinate resources and manage cross-functional teams to ensure successful project delivery.
  • Oversee project execution, ensuring quality standards are met and maintaining the program's overall integrity.
  • Track the program's progress, anticipate potential risks, resolve issues, and initiate corrective actions as needed.
  • Manage interdependencies and project interfaces, negotiating necessary trade-offs.
  • Exhibit exceptional stakeholder management and relationship-building skills.
  • Regularly report on program progress.
  • Where applicable, oversee third-party contributions to the program.
  • Assume full responsibility for the program's execution and overall success.

Basic Qualifications:

  • Proven experience in program or project management.
  • Ability to leverage data and metrics to drive improvements.
  • Experience in owning program strategy, end-to-end delivery, and effectively communicating results to senior leadership.

Preferred Qualifications:

  • Demonstrated experience in leading process enhancements.
  • Proven track record in managing program strategy and delivery, with effective communication of results to senior leadership.

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