Senior Manager, Customer Service Operations

2 months 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 team at Amazon UK Services Ltd. as a Sr. Program Manager, Social Media CS.

Key Responsibilities:

  • Develop a strategic process for scaling support and integrating Social Media Customer Service mechanisms with the broader Customer Service network.
  • Implement mechanisms to enhance operational efficiencies and drive adoption among associates and stakeholders.
  • Collaborate with business stakeholders and operations leaders to craft a sustainable long-term strategy that aligns with shared objectives and anticipates future support needs.
  • Lead process improvement, automation, and simplification initiatives, prioritizing efforts based on customer and associate impact.

Requirements:

  • Background in program or project management
  • Proficiency in defining program requirements and leveraging data and metrics for continuous improvement
  • Experience in managing program strategy, end-to-end delivery, and presenting outcomes to senior leadership
  • Demonstrated ability to implement standardized processes and drive automation
  • Bachelor's degree

Preferred Qualifications:

  • Master's degree, MBA, or equivalent in relevant field
  • Track record of leading process enhancements

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