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Senior Program Manager, EU Customer Experience
2 months ago
Amazon's Customer Service department is seeking an experienced Senior Program Manager to join the team. The successful candidate will be a key member of the European Customer Service team, responsible for driving a high-visibility Customer Service 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 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 dependencies and interfaces between projects and negotiate 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.
- 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.
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon.
