Senior Program Manager, Customer Service
DESCRIPTION
Amazon's Customer Service (CS) Operations Team is looking for a Senior Program Manager (PM). As a Sr. PM you will work proactively, and independently to collaborate with cross-functional teams to define requirements, high level process and technical solutions, and manage all aspects of project execution – including writing business requirements, maintaining the project schedule, resolving or mitigating issues and risks, and communicating results throughout the organization.
Key job responsibilities
• Advocate on behalf of the Customer and CS during all business engagements to ensure a consistent high-bar of excellence.
• Drive people, process, and technology initiatives to optimize CS Operations delivery
• Create and drive governance mechanisms for India CS Operations teams
• Provide project management support for India level and Network level projects driven by India leadership team
• Own governance of metric bridging, dive deep and path to green for India CS Operations
A day in the life
• Collaborate with cross functional teams to drive operational excellence in India Operations.
• Define, prioritize and plan projects that will need to be implemented, gaining alignment with all appropriate levels within Amazon's Customer Service (CS) and partner teams.
• Monitor the Projects overall progress: anticipating risks, resolving issues and initiating corrective action as appropriate.
• Identify and manage stakeholder groups, and provide regular operational metrics and business reports to those groups.
• Act as a knowledgeable resource in CS Operations, sharing best practices in project management.
BASIC QUALIFICATIONS
- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Bachelor's degree in management, business administration, economics, engineering, marketing
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Expertise in building and establishing relationships across all levels both within and external to the organization.
- Excellent communicator both verbally and written with an ability to communicate with all levels in the organization (technical, business, executive).
- Ability to influence and manage both peer-level and senior stakeholders
- Demonstrated capability to manage multiple, disparate projects and/or stakeholder groups
PREFERRED QUALIFICATIONS
- Master's degree, or MBA in management, business administration, economics, engineering, marketing