Description

As a GO Senior Program Manager, you will be responsible for driving partner success and operational excellence, compliance, creating an Amazonian culture with external partners, implementing new programs and collaborating with Amazon internal teams to optimize customer experience. This is a high-impact, high-visibility position that interacts with a diverse group of leadership stakeholders and requires a self-directed individual with technical dive deep experience, organizational skills and the ability to influence.

The successful candidate has strong leadership skills to manage multi-level operations in an environment with complex legal regulations. They will draw from previous work experience in customer service operations, have the ability to multitask, are ready to make tough data-backed decisions in a high-stakes, high-speed environment. They will be self-motivated with a strong sense of initiative and will possess the ability to design and install technology innovation solutions. They demonstrate the capacity to think big and influence across all levels of an organization, possess strong business judgment and have a sincere passion and obsession for customers.

Key job responsibilities

Develop and maintain strong working relationships with stakeholders at every level in the company and with external Customer Service outsourcing vendors to identify, analyze and solve problems

• Driving operational process design and quality management best practice across the Amazon Customer Service network

• Drive the evaluation of leading industry technology solutions with a focus on improving customer experience and service proficiency to achieve financial optimization

• Develop a comprehensive Partner Review & Governance Program to drive performance and determine specific opportunities across the GO sites.

• Building structure for GO representation at all stages of Amazon planning process

• Develop and implement global GO standards, mechanisms to simplify complex processes

• Establish governance to monitor global GO performance

• Optimize customer experience, security posture and compliance aspects, ensure compliance to Amazon security standards and develop business continuity plans

• Facilitate Knowledge sharing & benchmarking among partners to draw upon best practices and thereby harness the power of the Network, to boost synergy & expertise

• Demonstrate outstanding ownership, not shying away from rolling up your sleeves to get things done

• International travel required (10%-20%)

Basic Qualifications

• 5+ years of program or project management experience

• Experience using data and metrics to determine and drive improvements

• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Preferred Qualifications

• 2+ years of driving process improvements experience

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field