Program Manager

7 days ago

London, Greater London, United Kingdom Amazon UK Services Ltd. Full time
About the Role

We are seeking a highly skilled Program Manager to join our Social Media Customer Service (SMCS) organization. As a Program Manager, you will play a critical role in scaling support and simplifying solutions for our customers.

Key Responsibilities
  • Develop a process strategy for scaling support and integrating SMCS mechanisms with the wider Customer Service network.
  • Create mechanisms to drive operational efficiencies by inventing on behalf of our customers and manage adoption of these mechanisms across our associates and stakeholders.
  • Work with business stakeholders and operations leaders to build a long-term strategy that delivers against shared goals, and scales support for the future.
  • Support process improvement, automation, and simplification projects, prioritizing and making trade-off decisions between the effort to implement, and the impact on the customer and associates.
Requirements
  • Experience in program or project management.
  • Experience defining program requirements and using data and metrics to determine improvements.
  • Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership.
  • Experience implementing repeatable processes and driving automation or standardization.
  • Bachelor's degree.
Preferred Qualifications
  • Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design, or related field.
  • Experience leading process improvements.

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