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Senior Program Manager

2 months ago

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

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.

Job Summary:

We are looking for a highly skilled Program Manager to lead a high-visibility Customer Service Voice of Customers (VOC) program that will directly impact the EU customer experience. The ideal candidate will have experience in program or project management, using data and metrics to determine and drive improvements, and owning program strategy, end-to-end delivery, and communicating results to senior leadership.

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.
  • End-to-end responsibility for the program's execution and success.
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.

We are open to hiring candidates to work out of one of the following locations:

Edinburgh, SCB, GBR | London, GBR