Program Manager, Ops Excellence

The successful candidate will create, develop and drive solutions that lead to a richer end-to-end customer and operations experience, enabling selection expansion, while ensuring safety and compliance

Key job responsibilities

Operations is at the heart of Amazon's customer experience and differentiation. Our ambition is to be the earth's most customer-centric business and set the industry standard for customer innovation and experience. The GSRC Amazon Customer Excellence System (ACES) Team is responsible for driving step-change improvements in the performance of Amazon's Global Solutions and Risk Compliance space. The Program Manager will work on identified big initiatives / projects/ opportunities across the different Programs owned by Operations Risk Compliance vertical. The PM will go through the complete project lifecycle – Problem definition, Scoping the problem out, Designing Solutions, Testing/ Piloting, Rollout of solutions as well as ensuring sustaining the change. The PM will need to collaborate across multiple stakeholders within GSRC such as operations, capacity planning, learning & development as well as external teams such as tech partners, program teams towards project delivery. This is a fast-paced, challenging and deadline driven environment. We expect the members of the ACES team can develop their careers by progressing to more senior roles within the team or by moving into numerous challenging and sought-after leadership roles in ORC field.

Key job responsibilities

The Program Manager will work closely with the Sr. Manager PE/ ACES, within GSRC, to deliver on the following:

Work closely with operations and program team to identify areas for improvement

Scope the problems out to define root cause bridge, quantification of root causes, identifying key levers to solve as well as prioritize the root causes basis severity

Design solutions for fixing gaps keeping in mind pros/ cons, short term/ long term, other external changes upcoming, define expected results in terms of input, output, control metrics.

Test/ Pilot solutions to assess the solutions ability to deliver goals/ iterate solutions

Rollout across the program/ across programs, track compliance (define ramp plan, ensure training materials, coordinate with on-boarding/ nesting for trainings)

Design effective ways of ensuring sustainability.

• Bachelor's degree or above in engineering or equivalent STEM (Science, Technology, Engineering and Mathematics) field
• Experience leading process improvement, systems development, and project management
• 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
• Experience communicating to a diverse, global audience
• 3+ years of change management experience
• Experience in analyzing data to drive decisions

• MBA, or MBA in business, data science, public administration, finance, engineering, human resources or related field
• Experience dealing well with ambiguity, prioritizing needs, and delivering measurable results in an agile environment
• Experience in an operational role
• Experience making business recommendations and influencing stakeholders
• Experience completing complex tasks quickly with little to no guidance and react with appropriate urgency to situations that require a quick turnaround, or experience in senior level leadership support

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