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SG Prog Mgr Customer Experience

Amazon

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

DESCRIPTION

Job summary
At Amazon, we’re working to be the most customer-centric company on earth. Amazon’s Customer Service (CS) department is seeking an experienced Senior Program Manager with strong background in leading program management office as well as track record of strategic and tactical program execution. This job will build a new top-grade service that helps customer’s better experience on Amazon sites. In this position, you will play a leading role to dive deep the customer needs, define customer service product requirements, develop the opportunities of service scope, and finally launch the product. This role requires coordination across Customer Service global teams and external teams in order to build and expand the product to global sites. You will lead program management and work with account management, product management, multiple technical, Customer Service operation, and various supporting teams (HR, Finance, legal, Information Security and international business, etc) to define the program objective, strategy, and roadmap; draft the strategic program proposal and vision to get buy-in from different stakeholders
The successful candidate must have exceptional cross-functional team management skills, strong business acumen, analysis skill and operation experiences. We are looking for someone who is excited to take on new, ambiguous initiatives with strong program management capability to lead multiple programs simultaneously

• Interested in building an innovative service that leverage Amazon global Customer Service capability and technology platforms to provide a ground-breaking service for cross business line customers
• We are looking for a smart, enthusiastic and creative leader with strong background in leading program management office as well as track record of strategic and tactical program execution. This job will build a new top-grade service that helps customer’s better experience on Amazon sites
• In this position, you will play a leading role to dive deep the customer needs, define customer service product requirements, develop the opportunities of service scope, and finally launch the product
• This role requires coordination across Customer Service global teams and external teams in order to build and expand the product to global sites. You will lead program management and work with account management, product management, multiple technical, Customer Service operation, and various supporting teams (HR, Finance, legal, Information Security and international business, etc) to define the program objective, strategy, and roadmap; draft the strategic program proposal and vision to get buy-in from different stakeholders
• The successful candidate must have exceptional cross-functional team management skills, strong business acumen, analysis skill and operation experiences. We are looking for someone who is excited to take on new, ambiguous initiatives with strong program management capability to lead multiple programs simultaneously

Key job responsibilities
Specific responsibility:

• Dive deep the customer needs under different business lines, define the program objective and product roadmap that appeals to customer needs, launch the product with collaborating with cross function teams
• Develop the opportunities to expand the business scope to improve more customer experience
• Lead the cross-functional activities and influence different stakeholders from both internal Customer Service and external to initiate the program according to the business strategy
• Define and manage the end-to-end program management process, including governance and tracking with overall responsible for high quality delivery
• Draft strategic document for planning, executive presence and review
• Be an effective communicator, have demonstrated the ability to earn the trust of stakeholders across a cross-functional team of individuals, are data-driven, and have experience managing complex product challenges
• Customer obsessed and not afraid to get your hands dirty navigating requirements from different business teams
• Have a strong bias toward data driven decision making, and an innate ability to understand how metrics relate to business problems and with each other
• Be willing to experiment, fail fast, learn and iterate to improve

BASIC QUALIFICATIONS

Basic qualifications
• 8+ years of experience building program teams and drive improvement initiatives
• Excellent oral and written communication skills
• demonstrated ability to influence audiences including those at the senior leadership levels
• Must be credible in leadership with stakeholders (business, product/program etc.) for strong team and results-oriented delivery
• Strong problem solving, highly analytical, attention to detail with solid organizational skills

PREFERRED QUALIFICATIONS

• MBA is preference
• Proven ability to handle multiple competing priorities, and ability to adapt in a flexible and fast-paced environment
• Ability to think through customer experience journey and proactively fix customer pain points on behalf of our customers
• Proven ability to solve complex problem with data driven approach
• Experiences to launch large-scale customer impact project from scratch
• Ability to think big and deliver initiatives from concept to execution.
• Deep hands-on technical expertise
• Experience in quality assurance in customer service, manufacture, and other similar areas.
• Excellent verbal and written communication skills
• Strong business sense
• Ability to handle multiple competing priorities in a fast-paced environment

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SG Prog Mgr Customer Experience

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Amazon

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

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