ABCS Sr. Program Manager - Ops
DESCRIPTION
At Amazon, we strive to be the most customer-centric company on earth. To do this, we look for the world’s brightest minds, offering an environment in which they can advocate for customers and solve complex problems on their behalf, with ingenuity and simplicity. Amazon Business (AB) represents an incredible opportunity to address a vast new market segment and customer base for Amazon. Amazon Business Customer Service (ABCS) has responsibility for creating an end to end support experience tailored to the needs of business customers globally. We, at ABCS are looking for someone who is obsessed with customers and promotes continuous improvement as a culture, is organized self-starter Program Manager to drive projects that have direct impact on the operational and financial results.
The ABCS Sr. Program Manager - Operations, is a core member of ABCS organization that will partner with the Frontline Operation Leaders in the definition of Projects and Programs to drive Operational Excellence. This role would be responsible for driving Cost efficiency through Handle to Resolve ratio (HRR) and Transfer Reduction, and resolution of issues through metrics like First Contact Resolution (FCR), Time to Resolve (TTR), Follow up%, Thread stop rate. The ABCS Sr. PM is required to proactively engage with business stakeholders across the company to leverage the voice of the customer, drive continuous improvement, and launch new programs across some of the fastest growing markets in the world. A successful candidate will have experience managing complex business challenges and have the ability to influence and drive large cross-functional initiatives forward. They will have a strong bias towards data driven decision-making, and an innate ability to understand how metrics relate to business problems.
This position requires a results-oriented, high-energy, dynamic individual with both stamina and mental quickness to take high velocity decisions and be able to work and thrive in a fast-paced, high-growth global organization. Ability to influence cross functional teams, continually invent, simplify and innovate on behalf of our customer and our people Excellent communication skills and executive presence to get in front of directors and global leaders across Amazon will be imperative. This position is subject to RTO.
Key job responsibilities
Drive Customer experience and Productivity improvement through metrics such as Hold, AHT, Transfers, Follow Up, Occupancy, CPH, PTL, SA-SC and R&R.
• Manage complex initiatives, delivering critical solutions, significant improvements, new mechanisms, or deprecating processes that are no longer needed. These efforts require you to work with multiple teams in and/or across organizations.
• Manage initiatives as part of the strategic roadmap of the ABCS Support Organization.
• Define areas of focus and opportunity supported by analysis. Develop solutions, identify owners, set delivery dates and set up mechanisms to ensure programs are on track.
• Proactively identify and resolve issues that may impair the team’s ability to meet strategic, product, and technical goals.
• Actively build relationships across Amazon Business teams to deliver on your roadmap. Partner with the Operation and Support Function teams on a daily basis.
• Operate autonomously; drive programs end-to-end including business goals, to improve customer experience.
• Communicate clear and concise expectations and requirements with Program/Project stakeholders. Capacity to present well-reasoned and data-driven proposals in both verbal and written form.
• Create a culture across the organization, of listening to the Voice of the Customer (VOC) and enable mechanisms for percolating VOC across layers of the organization.
•Present metric progress in WBRs and MBRs to a wide range of audiences including Directors and VPs.
About the team
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
BASIC QUALIFICATIONS
- 3+ years of team management experience
- 3+ years of program or project management experience
- Bachelor's Degree in a relevant field or equivalent education/work experience
- - Prior experience in managing support teams and operations.
- - Excellent analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive actions
- - Excellent planning, organizational and time management skills
- - Desire to work in a fast-paced, highly ambiguous innovative culture
- - Proven ability to influence at all levels and across all departments
- - Fluent written and oral English communication skills across various functional areas, and within all levels in the organization (business and executive)
- - Exceptional organization skills and ability to organize and manage multiple tasks simultaneously
PREFERRED QUALIFICATIONS
- Prior experience of ABCS process
- - Program Management experience is preferred
- - Proficiency in English as well as local marketplace language in both written and verbal communication
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $114,500/year in our lowest geographic market up to $189,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.