Senior Program Manager, EU Customer Experience

5 days ago

London, Greater London, United Kingdom Amazon Full time
Sr Prog Mgr, EU CX - Post Delivery Experience, Customer Service
Job Summary

Amazon's Customer Service department is seeking an experienced Senior Program Manager to drive a high-visibility Customer Service program that will directly impact the EU customer experience.

You must be an experienced Program Manager who has owned and delivered complex expansion programs preferably within the customer service sector or in the area of post delivery.

An expert collaborator, you will be comfortable negotiating with key business partners and teams across multiple functions to gain alignment on program vision, project selection and prioritization, and will have ultimate responsibility for all aspects of the program's execution.

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, such as Customer Service Operations, Retail, and After Market Services, 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 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.
  • Manage dependencies and interfaces between projects and negotiate trade-offs as needed.
  • Demonstrate expert stakeholder management and relationship building skills.
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

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