Senior Program Manager

2 weeks ago

London, Greater London, United Kingdom Amazon UK Services Ltd. - A10 Full time
Job Title: Senior Program Manager - EU Customer Experience

About the Role:
Amazon UK Services Ltd. - A10 is seeking an experienced Senior Program Manager to join our European Customer Service team. As a key member of the team, you will be 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.

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

Preferred Qualifications:
- Experience leading process improvements

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