Amazon
Senior Program Manager, Customer Experience, Stores Global Quality
Amazon, Seattle, Washington, us, 98127
Job ID: 2718595 | Amazon.com Services LLCAmazon Customer Service (CS) is looking for an experienced Senior Program Manager to join Amazon Stores Global Quality (SGQ) team. In this role, you will support several key programs and influence multiple cross-functional teams’ roadmaps to drive customer experience improvements and defect elimination.
You will be responsible for improving overall quality for CS operations globally. The role is centered on improving Amazon's customer experience by working on initiatives/programs centered around improving key metrics that determine quality of CS operations. The role leans on earn trust and influence without authority to gain support of Directors and Vice Presidents in the CS organization to create joint goals, roadmap and drive systemic improvement in egregious customer experiences. You will partner with global product and tech stakeholders, to create a technology roadmap that will help build the tools and products that help improve the quality of operations, and enable the frontline to help customers.
A successful candidate possesses strong business judgment, can work independently in a fast-paced and ambiguous environment, and has excellent communication skills. Demonstrated ability to define, design and drive a program’s vision and roadmap, manage competing priorities, and work with large data sets across several dimensions is required.
Key job responsibilities
Advocate on behalf of customers and identify customer experience improvement opportunities throughout the consumer business using defect information.Develop the insights and present well-reasoned, data-driven proposals to cross-functional stakeholder teams on opportunities in the areas of concessions and defect elimination.Support development of strategies and programs, and influence prioritization of defect elimination projects within a matrix organization.Develop then drive a periodic business and program progress reporting as it relates to concessions and defect elimination, and manage engagement with the stakeholders.
A day in the life
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
BASIC QUALIFICATIONS
5+ years of program or project management experienceExperience using data and metrics to determine and drive improvementsExperience owning program strategy, end to end delivery, and communicating results to senior leadershipBachelor's degree
PREFERRED QUALIFICATIONS
2+ years of driving process improvements experienceMaster's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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You will be responsible for improving overall quality for CS operations globally. The role is centered on improving Amazon's customer experience by working on initiatives/programs centered around improving key metrics that determine quality of CS operations. The role leans on earn trust and influence without authority to gain support of Directors and Vice Presidents in the CS organization to create joint goals, roadmap and drive systemic improvement in egregious customer experiences. You will partner with global product and tech stakeholders, to create a technology roadmap that will help build the tools and products that help improve the quality of operations, and enable the frontline to help customers.
A successful candidate possesses strong business judgment, can work independently in a fast-paced and ambiguous environment, and has excellent communication skills. Demonstrated ability to define, design and drive a program’s vision and roadmap, manage competing priorities, and work with large data sets across several dimensions is required.
Key job responsibilities
Advocate on behalf of customers and identify customer experience improvement opportunities throughout the consumer business using defect information.Develop the insights and present well-reasoned, data-driven proposals to cross-functional stakeholder teams on opportunities in the areas of concessions and defect elimination.Support development of strategies and programs, and influence prioritization of defect elimination projects within a matrix organization.Develop then drive a periodic business and program progress reporting as it relates to concessions and defect elimination, and manage engagement with the stakeholders.
A day in the life
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
BASIC QUALIFICATIONS
5+ years of program or project management experienceExperience using data and metrics to determine and drive improvementsExperience owning program strategy, end to end delivery, and communicating results to senior leadershipBachelor's degree
PREFERRED QUALIFICATIONS
2+ years of driving process improvements experienceMaster's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
#J-18808-Ljbffr