Senior Program Manager, Customer Service
4 weeks ago
About the Role
Amazon's Customer Service (CS) Operations Team is seeking a Senior Program Manager to collaborate with cross-functional teams to define requirements, high-level process and technical solutions, and manage all aspects of project execution. The ideal candidate will work proactively and independently to drive people, process, and technology initiatives to optimize CS Operations delivery.
Key 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.
Requirements
- 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.
- 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.
- 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.
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