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Senior Program Manager, Device, Digital and Alexa Support, D2AS Concessions

Amazon

Our mission: To be Earth's most customer-centric company.

DESCRIPTION

Job summary
Are you someone who cares about customer experience, and wants to be involved in delivering innovative support experiences for customers of Amazon’s devices and digital products? Then we’re looking for you!
We are seeking an experienced Senior Program Manager to join the Device, Digital and Alexa Support (D2AS) Team. You will be responsible for driving high-visibility programs that directly impact the customer experience globally. You will own and execute complex projects and programs, and will be seen as a thought leader and innovator within the organization. In this role, you will be responsible for concession reduction program roadmap, track the concession reduction goal, identify and drive new concession reduction opportunities and lead the regular business reviews. You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic. You have an excellent record of complex project and program delivery, from conception and design through implementation, measurement, closure and handover.

The D2AS Concessions team is responsible for the systems and tools design which allow customer service associates give refund or helping customers to do returns while there is a broken customer experience. Our vision is to establish and evolve the systems and tools that offer effortless, seamless, reasonable, and customer delightful resolutions to solve customers’ issues

Job responsibilities

Your responsibilities will include:
• Be a singular owner of the program, managing all aspects of stakeholder engagement and deliverables from inception to launch, as well as the overall program’s strategy and roadmap.
• Define business and systems requirements working with internal and external customers.
• Define and execute the project plan from design to release, securing resources, and managing implementation.
• Clearly communicate goals, roles, responsibilities, and desired outcomes.
• Liaise with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables. Support partner teams to refine processes and increase efficiency in line with program objectives.
• Make appropriate tradeoffs to optimize time-to-market in consultation with stakeholders.
• Manage multiple internal and external, cross functional and remote stakeholders.
• Develop change processes associated with program rollout and ongoing support.
• Track delivery against program objectives and implement proposals to improve program services and efficiencies.
• Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations.
• Ideate and drive strategic change across the broader D2AS team.

BASIC QUALIFICATIONS

As a successful candidate, you are motivated to take on new challenges and are a passionate learner. You will have:
• Bachelor Degree
• 6+ years of relevant work experience in project/program management and/or operations in a customer service environment; with success leading cross functional programs and the ability to influence and lead without direct management authority.

PREFERRED QUALIFICATIONS

• Master’s Degree or MBA in a related discipline.
• PRINCE2/PMP Certification.
• Proficient oral and written communication, as well as the ability to persuade, inspire, and motivate others.
• Experience in process improvement using Lean and Kaizen methods.
• Intuitive understanding of optimal versus sub-optimal customer experiences, with ability to quickly assess the situation and identify solutions to improve/fix.
• Background in Customer Service operations.
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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

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Senior Program Manager, Device, Digital and Alexa Support, D2AS Concessions

To apply for the job click here

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Amazon

Our mission: To be Earth's most customer-centric company.

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