Sr PM, Service Improvements, Quality and Escalations
Amazon.com
Amazon's Customer Service (CS) department is seeking an experienced Program Manager to join the WW Quality and Escalations team to support Service Improvements.
You will be responsible for driving a high-visibility CS program that will directly impact the WW Service Experience of our customers. You will be responsible for owning the creation, collection and implementation of service improvement initiatives that support WW CS in raising the bar on how we interact and support our customers.
You must be an experienced Program Manager who has owned and delivered complex programs that interact with senior stakeholders across multiple different business organisations. You will be comfortable in a fast-paced multi-tasked environment, with the ability to define, design and drive the program’s vision and roadmap. An expert collaborator you will be comfortable to negotiate with key business partners and teams across multiple functions to gain alignment on program vision, project selection and prioritization and will have ultimately responsibility for all aspects of the programs execution.
Key job responsibilities
· Define the direction for the program and gain consensus and clear alignment at all levels as appropriate, within Amazon's Customer Service and business teams.
· Interact with cross-disciplinary and cross functional teams like Customer Service Operations, Tech, and Customer Experience teams 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.
· Provide overall stakeholder management and 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.
You will be responsible for driving a high-visibility CS program that will directly impact the WW Service Experience of our customers. You will be responsible for owning the creation, collection and implementation of service improvement initiatives that support WW CS in raising the bar on how we interact and support our customers.
You must be an experienced Program Manager who has owned and delivered complex programs that interact with senior stakeholders across multiple different business organisations. You will be comfortable in a fast-paced multi-tasked environment, with the ability to define, design and drive the program’s vision and roadmap. An expert collaborator you will be comfortable to negotiate with key business partners and teams across multiple functions to gain alignment on program vision, project selection and prioritization and will have ultimately responsibility for all aspects of the programs execution.
Key job responsibilities
· Define the direction for the program and gain consensus and clear alignment at all levels as appropriate, within Amazon's Customer Service and business teams.
· Interact with cross-disciplinary and cross functional teams like Customer Service Operations, Tech, and Customer Experience teams 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.
· Provide overall stakeholder management and 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.
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