Program Manager II, Amazon Shipping
DESCRIPTION
Amazon is looking for a motivated individual for the profile of Program Manager-II to lead the claims operations charter for its Amazon Shipping team.
Key job responsibilities
1. Defining overall strategy to execution roadmap (OP plan) for policy, program, product initiatives, ensuring stakeholder buy in and planning headcount requirements to drive improvement in claims management process.
2. Driving collaboration across functions (Sales, Operations, Finance etc.) to improve claims process, enable leadership visibility to performance and key metrics and streamlining monthly, quarterly review of metrics to take in leadership guidance and inputs. Identifying strategic partnerships that can benefit SWA (regular cadences with WW Product and Portfolio managers to ensure launch of papercuts, parity initiatives).
3. Simplifying claims support SOPs to ensure: (3.1) Faster resolution; (3.2) Enhanced quality of resolution; (3.3) Enhanced agent experience & productivity. Exploring models to improve overall SLAs and self-serve for faster resolution.
4. Performing data analysis and IC benchmarking to generate actionable insights for agent/support teams, business, product etc. Own the design, development, and improvement of ongoing metrics, reports, standard operating procedures etc. This will include accessing and analyzing claims data and working extensively with external and internal teams.
5. Providing visibility to key claims metrics and analytical insights to leadership via WBR, MBR and QBRs, highlighting areas that require support, and ensuring creation of dashboards and reporting to ensure stakeholder visibility.
6. Creating GTM strategy for feature launches and working with WW and IN product to ensure launch to adoption to improve claims process.
BASIC QUALIFICATIONS
- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Bachelor's degree
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements
PREFERRED QUALIFICATIONS
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules