Senior Program Manager, WWDE Concessions Program

3 months ago

Edinburgh, United Kingdom Amazon UK Services Ltd. Full time
Amazon’s mission is to be ‘Earth’s most customer-centric company’, and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 20 languages (and growing).

The Concessions Worldwide Defect Elimination (WWDE) organization powers CS by developing elegant Customer and Customer Service Associate facing products globally. These products offer effortless self-service and automation solutions to our customers. If the customers prefer to interact with a human, we enable CSAs to effectively and elegantly solve customers’ issues using our associate facing products powered through human centered design. This role will give you extensive cross-functional partnership exposure with business and finance stakeholders to identify best practices across the network and lead controls improvement efforts.

Success in this role requires you to think strategically. You will perform deep dive analytics on existing processes, identify where process and system improvements are needed, define the desired state solutions, and work through dependencies to establish key project milestones and business requirements. The successful candidate will have shown experience in past roles influencing business owners and supporting decision making in rapidly evolving environments. The role requires the candidate to be a self-starter with the ability work through ambiguity, being both strategic and analytical in their approach. The candidate must have the aptitude to incorporate new approaches and methodologies that are grounded in data-based recommendations. This role also has regular interaction with senior leaders and therefore requires strong interpersonal and communication skills.

About the team
This role will be based in EDI7 and will work in deliver a multi phased policy migration and tooling improvements across global Concessions policy roadmap workflows. It is part of WWDE (World-wide Defect Elimination) team with tech and product partner teams in India (HYD) and North America

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

Edinburgh, SCB, GBR

BASIC QUALIFICATIONS

- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience in program or project management
- Experience in SQL, Access and Advanced Excel skills
- Experience in defect reduction techniques such as Lean and Six Sigma

PREFERRED QUALIFICATIONS

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

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