Program Manager, Global command center APAC and ME

1 month ago

hyderabad, India ADCI HYD 20 SEZ Full time
Amazon.com's World Wide Capacity Planning team is seeking a highly skilled and motivated individual to help drive down CS costs. Our teams' objective is to manage all incoming contact volumes and associate capacity at our customer service centers worldwide.
An ideal candidate has a background in customer service, Workflow Management and excellent program management skills. He/she has the ability to drive process improvements, standardize our processes and eliminate the root cause of defects within the current systems. This job will require exceptional communication skills while having the ability to work independently in a high pressure environment.
Job Responsibilities
- Working on the different functional areas within Global Command Center.
- Responsibilities include maintaining constant communication with site operations, senior leadership, technology teams and other internal clients on status of customer experience across different business lines. This would involve working with learn various tools which are used to obtain information required by the parties in question.
- Handling exceptions wherein there is a deviation from the plan due to issues at sites, vendors or incoming volumes.
- Suggesting changes for improvement of processes and amending SOPs once these are approved
- Project Management - Identifying requirements and working with Software teams to improve tools and suggest automation possibilities
- Identifying recurring instances of exceptions and taking actions to eliminate the root causes
- Working on trend analysis to help with scheduling
- Generating metrics and analyzing these to identify problem areas and suggest improvements
- Assisting in training new hires
Amazon is an equal opportunity employer
We are open to hiring candidates to work out of one of the following locations:
Hyderabad, TS, IND

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

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