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Sr. Program Manager

Sr. Program Manager

Job ID 
Posted Date 
Amazon Services, LLC
Position Category 
Project/Program/Product Management--Non-tech
Recruiting Team 

Job Description

Job Description
Are you passionate about improving the customer experience? Do you like to dive deep to understand how customer-centric solutions drive measurable results? Does coordinating global projects across multiple teams and countries sound exciting to you? If so, the Seller Support Team is looking for a Senior Program Manager – that will lead the charge for building and improving our Contact Routing.

Third-party sellers represent significant value to Amazon’s online retail customers, and Seller Support helps drive success for these sellers through a combination of people, processes and services. We are a primary interface between sellers and Amazon by direct interaction between our associates and sellers, by building communication and tools that sellers use to receive help, and by driving cross-functional initiatives to improve the seller experience.

As the Senior Program Manager – Contact Routing for Seller Support, you will be responsible for coordinating with multiple teams globally to help deliver tools and processes that help scale and facilitate Sellers being helped in as little time and effort as possible. You and your team will take our Contact Routing the next level by focusing on technology driven solutions.

In this high profile role, you will collaborate with numerous operational and software development teams both inside and outside Seller Support to identify, define, and specify solutions that create the conditions for sellers success. You will build collaborative relationships with these partners, working closely with them to create and execute a thriving project roadmap. You will also prepare and present regular program updates to senior management.

To be successful, you must be able to:

- Managing cross-functional project teams, direct reports, planning and organizing, and executing complex projects across multiple organizations and stakeholders to enable the launch of new projects and processes.
- Partnering with Program and Tech teams to identify and scope solutions for unique challenges faced by each of the business units globally.
- Responsible for day-to-day planning, administration, installation, and support of Amazon’s GACD platform, call center type applications, and telecommunication technology such as moves/adds/changes plus integration points to CRM and work force management systems.
- Work closely with business teams, capacity planning, and workforce management to ensure that contact delivery elements are documented properly within in-house databases.
- Responsible for consulting on contact delivery needs of Amazon business requirements.
- Understanding customer needs, defining clear project plans and executing to high expectations in a rapidly changing environment.
- Anticipating bottlenecks, provide escalation management, make tradeoffs and balance the business needs versus technical constraints.
- Remaining flexible to changing priorities, open to new ideas and have the customer success firmly as the focus.
- Identify and analyze data and anecdotal input from sellers and support associates to identify and isolate issues, test solutions and prioritize competing program opportunities.
- Create, maintain and disseminate project information to stakeholders and senior management.
- Remain flexible to changing priorities, open to new ideas and have the seller’s success firmly in your focus.
- Provide end-user education and support for all telecom solutions and devices.
- Ensure Contact Center routing is managed to peak efficiency.
- Provides technical coaching and mentoring to less experienced team members.
- 24-hour on-call support will require nights and weekends.
- Occasional business travel and travel to other company facilities will be required.

Basic Qualifications

- 7+ Years of project / program management is required.
- 5+ years of experience leading project delivery for large, cross functional projects.
- 5+ years leading projects with global impact.
- Demonstrated ability of working in complex cross cultural environments to drive business process change.
- Experience developing operational processes and process improvements.
- Track record of delivering programmatic goals and managing complex projects.
-Bachelor's degree is required, MBA preferred.

Preferred Qualifications

- Experience in contact center operations, management consulting, or program management
- Demonstrated ability to build quantitative models and structured problem solving
Proven verbal and written communication skills, presenting to senior executives.
- Demonstrated ability to deliver both strategic and tactical results across diverse cultures from inception to completion.
- Excellent planning and execution skills. Meticulous and methodical, detail oriented with a demonstrated ability to dive deep and ask the right questions.
- Proven track record of achieving insight through analytic or quantitative methods
- Excellent oral and written communication skills
- Six Sigma Black belt, PMP or similar certification
- MBA or advanced degree in a quantitative field
- Ability to think and act both strategically and tactically is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.