Data Program Manager

4 weeks ago

Edinburgh, Edinburgh, United Kingdom ENGINEERINGUK Full time
Senior Program Manager - Defect Elimination and Data Insights

About the Role

Amazon's Customer Service department is seeking an experienced Program Manager to join the EU Customer Services team. As a Senior Program Manager, you will be responsible for driving a high-visibility Customer Service program that will directly impact the EU customer experience and defect reduction goals.

Key Responsibilities

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

Requirements

  1. Experience using data and metrics to determine and drive improvements.
  2. Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership.
  3. Experience in program or project management.
  4. Sound business background, preferably working in a Customer Service or Outsource service environment.

Preferred Qualifications

  1. Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design, or related field.
  2. Experience leading process improvements.

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.

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