Program Manager EU HL CX , EU Hardlines Customer Experience

ENGINEERINGUK; London; On-site; GBP 100,000 - 125,000; Full time

Job description

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Sector: Customer Services, Project and Program Management
Role: Manager
Contract Type: Permanent
Hours: Full Time

DESCRIPTION
Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. The EU Hardlines CX team supports this vision through its Basket Building program, which helps customers get the most out of their base items by providing opportunities to easily discover relevant, complementary products, accessories, and services at the right times during their purchase journey.

We are looking for a Program Manager to join the team for our Basket Building program. The ideal candidate will be an experienced program manager who is confident engaging with business and technical partners and dealing with ambiguity. This person will be responsible for leading efforts to maximize the impact of existing and new Basket Building CX features, like Virtual Bundles and Accessory Recommendations. This will involve working directly with technical partners to understand go-to-market activities for new CX launches and creating mechanisms to drive business adoption of existing CX features to deliver program growth.

You will be the right Program Manager if you are:

• Inventive - You are excited by new challenges and look beyond constraints to develop solutions that achieve more than what was once thought possible.
• Analytical - You have a deep understanding of customer data to power better shopping experiences.
• Problem Solver - You thrive operating autonomously in ambiguous situations.
• Results-Oriented - You set ambitious targets for your products, and you're focused on achieving that vision throughout product delivery.
• Trust-earner - You recognize that successful delivery is dependent on your ability to build positive working relationships with partner teams. You should be comfortable working with multiple international teams and management.

The position will be based in Amazon's office in London.

Key job responsibilities

• Collaborate with internal Amazon teams around the globe to define new product requirements and drive adoption of new launches with internal business teams to maximize customer impact.
• Build, develop and manage the program roadmap to improve the discoverability of complementary items and for features that help Amazon selling partners surface complementary items to customers.
• Improve the quality of product recommendations in close collaboration with Software Engineering and Applied Science teams.
• Lead mechanisms to drive business engagement with Basket Building at all levels - from SME groups to leadership reviews.

BASIC QUALIFICATIONS

• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
• Experience working cross-functionally with tech and non-tech teams
• Experience defining program requirements and using data and metrics to determine improvements
• Experience in program or project management
• Experience implementing repeatable processes and driving automation or standardization
• Experience defining and executing program requirements

PREFERRED QUALIFICATIONS

• Experience in driving end-to-end delivery, and communicating results to senior leadership
• Experience leading process improvements
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management, and schedules

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

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