Job Description
DESCRIPTION
At Amazon, we strive to be the most customer-centric company on earth. To do this, we look for the world’s brightest minds, offering an environment in which they can advocate for customers and solve complex problems on their behalf, with ingenuity and simplicity. Amazon Business Customer Service (ABCS) represents an incredible opportunity to address a vast new market segment and customer base for Amazon. Amazon Business Customer Service (ABCS) has responsibility for creating an end to end support experience tailored to the needs of business customers globally. We, at ABCS are looking for someone who is obsessed with customers and promotes continuous improvement as a culture, is organized self-starter Program Manager to drive projects that have direct impact on the operational and financial results.
The ABCS Program Manager II, is a core member of ABCS organization that will partner with the International Expansions team, various product teams, Frontline Operation Leaders in the definition of Projects and Programs to drive customer experience Excellence. This role would be responsible for driving the bar on customer experience. The ABCS PM is required to proactively engage with business stakeholders across the company to leverage the voice of the customer, drive continuous improvement, and launch new programs across some of the fastest growing markets in the world. A successful candidate will have experience managing complex business challenges and have the ability to influence and drive large cross-functional initiatives forward. They will have a strong bias towards data driven decision-making, and an innate ability to understand how metrics relate to business problems.
This position requires a results-oriented, high-energy, dynamic individual with both stamina and mental quickness to take high velocity decisions and be able to work and thrive in a fast-paced, high-growth global organization. Ability to influence cross functional teams, continually invent, simplify and innovate on behalf of our customer and our people Excellent communication skills and executive presence to get in front of directors and global leaders across Amazon will be imperative. This position is subject to RTO.
Key job responsibilities
- Responsible for the coordination and completion of project/program.
- Oversees all aspects of international expansion customer and customer service agent experience.
- Sets deadlines, assigns responsibilities, and monitors and summarizes progress.
- Prepares reports for leadership regarding status of program. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks. Carries deep dive for all CX metrics.
- Manage initiatives as part of the strategic roadmap of the ABCS Support Organization.
- Define areas of focus and opportunity supported by analysis.
- Develop solutions, identify owners, set delivery dates and set up mechanisms to ensure programs are on track. Actively build relationships across Amazon Business teams to deliver on your roadmap.
- Partner with the Expansions team, Operation and Support Function teams on a daily basis.
- Create a culture across the organization, of listening to the Voice of the Customer (VOC) and enable mechanisms for percolating VOC across layers of the organization.
- Present metric progress in reviews to a wide range of audiences including Directors and VPs. Typically reports to a manager or head of a unit.
- Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations.
A day in the life
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Benefits Summary:
“Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan”
About the team
Amazon Business is one of Amazon’s fastest growing businesses, focused on enabling business customers to research, discover and buy business, industrial and scientific products in large catalogs. Our customers include individual professionals, businesses and institutions that buy products in individual or bulk quantities to run their business smoothly. Business customers have different and more complex needs than the traditional Amazon customer base. Amazon Customer Service - Business caters to make each interaction valuable for our business customers.
BASIC QUALIFICATIONS
- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
Job Tags
Full time, Temporary work, Seasonal work,