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Sr. Customer Service Program Manager
6 months ago
The ABCS Sr. Program Manager - Operations, is a core member of ABCS organization that will partner with the Frontline Operation Leaders in the definition of Projects and Programs to drive Operational Excellence. This role would be responsible for driving Cost efficiency through Handle to Resolve ratio (HRR) and Transfer Reduction, and resolution of issues through metrics like First Contact Resolution (FCR), Time to Resolve (TTR), Follow up%, Thread stop rate. The ABCS Sr. PM is required to proactively engage with business stakeholders across the company to leverage the voice of the customer, drive continuous improvement, and launch new programs across some of the fastest growing markets in the world. A successful candidate will have experience managing complex business challenges and have the ability to influence and drive large cross-functional initiatives forward. They will have a strong bias towards data driven decision-making, and an innate ability to understand how metrics relate to business problems.
This position requires a results-oriented, high-energy, dynamic individual with both stamina and mental quickness to take high velocity decisions and be able to work and thrive in a fast-paced, high-growth global organization. Ability to influence cross functional teams, continually invent, simplify and innovate on behalf of our customer and our people Excellent communication skills and executive presence to get in front of directors and global leaders across Amazon will be imperative. This position is subject to RTO.
Key job responsibilities
Drive Customer experience and Productivity improvement through metrics such as Hold, AHT, Transfers, Follow Up, Occupancy, CPH, PTL, SA-SC and R&R.
•Manage complex initiatives, deliver critical solutions, significant improvements, new mechanisms, or deprecate processes that are no longer needed. These efforts require you to work with multiple teams in and/or across organizations.
•Manage initiatives as part of the strategic roadmap of the ABCS Support Organization.
•Define areas of focus and opportunity supported by analysis. Develop solutions, identify owners, set delivery dates and set up mechanisms to ensure programs are on track and proactively identify and resolve issues that may impair the team’s ability to meet strategic, product, and technical goals.
• Actively build relationships across Amazon Business teams to deliver on your roadmap. Partner with the Operation and Support Function teams on a daily basis.
•Communicate clear and concise expectations and requirements with Program/Project stakeholders. Capacity to present well-reasoned and data-driven proposals and Present metric progress in WBRs and MBRs to a wide range of audiences including Directors and VPs - both in written and verbal.
•Create a culture across the organization, of listening to the Voice of the Customer (VOC) and enable mechanisms for percolating VOC across layers of the organization.
BASIC QUALIFICATIONS
- Team management experience- Program or project management experience
- Bachelor's Degree in a relevant field or equivalent education/work experience
- Prior experience in managing support teams and operations.
- Fluent written and oral English communication skills across various functional areas, and within all levels in the organization (business and executive)
PREFERRED QUALIFICATIONS
- Prior experience of ABCS process- Program Management experience is preferred
