Amazon's Customer Service (CS) department is seeking an experienced Sr. Program Manager to join the team. The successful candidate will be a key member of the European CS team. You will be responsible for driving a high-visibility Customer Service program that will directly impact the EU customer experience.You must be an experienced Program Manager who has owned and delivered complex expansion programs preferably within the customer service sector or in the area of post delivery. 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 negotiating with key business partners and teams across multiple functions to gain alignment on program vision, project selection, and prioritization, and will have ultimate responsibility for all aspects of the program's execution.Key job responsibilitiesDefine 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, and After Market Services, 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 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.Minimum QualificationsMaster's degree or MBA in business, operations, human resources, adult education, organizational development, instructional design, or related field.Experience leading process improvements.Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon.
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