Senior Program Manager, EU Customer Experience

2 months ago

London, Greater London, United Kingdom Amazon UK Services Ltd. - A10 Full time

About the Role

Amazon UK Services Ltd. - A10 is seeking an experienced Senior Program Manager to join the European Customer Service team. The successful candidate will be a key member of the team, responsible for driving a high-visibility Customer Service Voice of Customers (VOC) program that will directly impact the EU customer experience.

Key Responsibilities

  • Define the direction for the program and gain consensus and clear alignment at all levels as appropriate, within Amazon's Customer Service.
  • Interact with cross-disciplinary and cross-functional teams like Customer Service Operations, Retail, Seller Services, and Transportation, software development and IT to design the program's standard operational procedures, processes and technical requirements.
  • Define, prioritize and plan the projects that need to be implemented to execute on the process and technical requirements.
  • Schedule, secure resources and manage cross-functional teams to deliver to these projects.
  • Monitor the execution and ensure the delivery of projects is to an appropriate level of quality, ensuring the overall integrity of the program.
  • Monitor the program's overall progress; anticipate risks, resolve issues and initiate corrective action as appropriate.
  • Manage the dependencies and the interfaces between projects and negotiate the trade-offs needed.
  • Expert stakeholder management and relationship building skills.
  • Provide program progress reporting on a regular basis.
  • Where applicable, manage and oversee third-party contributions to the program.
  • End-to-end responsibility for the program's execution and success.

Requirements

  • Experience in program or project management.
  • Experience using data and metrics to determine and drive improvements.
  • Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership.
  • Experience leading process improvements.

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