We hire the world’s brightest minds, offering them an environment in which they can relentlessly identify and drive solutions to improve our Customer’s experience on Amazon.com. We do this every day by solving complex business and technical problems with ingenuity and simplicity. We’re making history and the good news is that we’ve only just begun.We are looking for a customer-obsessed Program Manager with a strong track record of delivering results and proven project management experience to own and execute strategic, cross-functional operations. You are results oriented and have thrived and succeeded in operating a new business in a highly ambiguous environment. You know how to be scrappy but operate as part of a larger team and business. The role requires innovative thinking balanced with a strong customer and operational focus. High judgement, ability to influence, analytical ability, exceptional communication skills and leadership are essential to success in this role.The Program Manager will be a critical member of the Amazon Business Customer Service (AB CS) team partnering to develop and deliver world class products and services benefiting our Amazon Business customers. The AB CS team works relentlessly to scope and develop solutions to support new areas of business, it requires a strategic partner to continuously drive and deliver customer-centric solutions to complex business opportunities.The life of a Program Manager, Operations Management Office includes, (but is not limited to):· Define Amazon Business customer experience roadmap and operational plan for the business in India· Be the business owner for customer service operations for Amazon Business Customer Service teams for India· Own operational performance and all metrics/KPIs for India Amazon Business customer service with other organizations within Amazon Corporate.· Partner with the business team and Customer Service operations to assess and prioritize program needs based on rapidly changing business requirements, develop business case for new initiatives and obtain project approvals· Advocate on behalf of the Customer during all business engagements to ensure a consistent and valuable experience.· Drive people, process, and technology initiatives to optimize the Customer Support experience end-to-end.· Manage all key aspects of Product/Service launch readiness relevant to the Business programs supported.· Deliver product/program quality improvements based on Customer feedback and core Customer Service performance measurements.· Use business analytics and intelligence to provide insight to all relevant product/program stakeholders to create and drive change to improve the Customer experience.· Identify opportunities to develop and drive solutions to enable automated tools and applications for Customer self-service related to Help and Information.Needed Skills and Abilities:• Leader: Significant experience leading teams, whether directly or indirectly, to consistently deliver valuable results.• Influencer: Innovative leader with the ability to identify opportunities and influence organizations to gain support and overcome resistance with data and persuasion.• Doer: Ability to successfully deliver end-to-end projects, working through the many obstacles along the way across multiple teams and organizations.• Problem Solver: Ability to utilize exceptional problem-solving skills to work through difficult challenges.• Communicator: Ability to communicate expectations and requirements equally well with business, operations and technology teams, and capacity to write well-reasoned and data-driven proposals, performing your own data analysis as needed.
Job posted 2021-04-11