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Sr Prgm Mgr
6 days ago(10/08/2018 15:18)
Amazon CS Ireland Limited
Are you someone who cares about customer experience, and wants to be able to see the impact of your programs on customers? Then we're looking for you!
Amazon revolutionized customer service, now we are changing what customers expect from technical support. We’re responsible for the Customer Service operations and solutions for all Amazon Devices and Digital properties, from the Kindle and Echo, to Amazon Music and Prime Video. In this role you’ll be supporting millions of customers, across many dynamic Amazon businesses.
Amazon's Customer Service (CS) department is seeking an experienced Program Manager to join the Digital and Device Operational and Performance Excellence (OPEX) team. You will be a key member of the Device, Digital and Alexa Support (D2AS) team, which is responsible for driving high-visibility programs that directly impact D2 customer experience. You should be comfortable in a fast-paced multi-tasked environment, with the ability to drive the program’s roadmap, collaborate with operation and product teams across the company to analyze the cost/benefit of project selection, and manage all aspects of execution.
Your primary responsibilities will include: · Driving program management and support against operations based projects across the D2AS team. · Responsibility for defining and driving operational excellence from benchmark perspective. · Scoping and delivering other OPEX programs and products end-to-end. · Driving the Product Innovation pipeline with Operations, Product Experience, and Product teams to deliver high visibility projects. · Collection of business and systems requirements from internal and external customers, writing specifications, driving project schedules from design to release, and managing the production launch.
- 8+ years’ relevant experience in program/project management and/or operations in a customer service environment. - Demonstrated ability to define, plan, control, deliver and measure programs with a growing scope or complexity - Empathy for consumers, and a track-record of root-cause analysis – not just fixing a problem, stopping that problem from ever happening again - Excellent, structured written and verbal communication skills - The ability to balance multiple types of data with solid intuition - Experience working with, engaging, and influencing multiple cross-functional teams and leaders - Comfortable challenging the status quo and questioning existing practices. - Strong stakeholder management across Tech Teams, Operations, and Internal Teams.
- MBA or advance degree in an equivalent field - Experience in an online retailer, or high tech companies - Excellence of customer operations, or technical support - Solid experience to manage external vender relationships - Strong analytic and quantitative skills, SQL or Tableau - Certification in process excellence (PMI, PRINCE2, Lean, Six Sigma)