Senior Program Manager

Gofractional; Greater London; On-site; GBP 90,000 - 140,000; Full time

Job summary

Amazon's Customer Service WW Quality and Escalations team in London seeks a Senior/Expert Program Manager to own and deliver high-visibility service-improvement programs that impact the global customer experience.

You will collaborate with Customer Service Operations, Tech, and Customer Experience to define the program direction, align stakeholders, plan projects, secure resources and drive end-to-end execution across multiple business units.

Qualifications

• Experience delivering complex programs that interact with senior stakeholders across multiple organisations.
• Comfortable in a fast-paced, multi-tasked environment with ability to define and drive a program's vision and roadmap.
• Experience using data and metrics to determine and drive improvements.

Responsibilities

• Drive high-visibility CS program that impacts WW Service Experience.
• Own creation, collection and implementation of service-improvement initiatives across WW CS.
• Negotiate with key business partners to gain alignment on program vision and prioritization.
• Define direction for the program and gain consensus at all levels within Amazon's CS and business teams.
• Collaborate with cross-disciplinary teams to design standard operating procedures and technical requirements.
• Plan, prioritise and manage projects, secure resources and deliver with quality.

Skills

Program management

Stakeholder management

Roadmap definition

Data-driven decisions

Cross-functional collaboration

Senior leadership communication

Job description

Role

Who you are

• You must be an experienced Program Manager who has owned and delivered complex programs that interact with senior stakeholders across multiple different business organisations
• You will be comfortable in a fast-paced multi-tasked environment, with the ability to define, design and drive the program's vision and roadmap
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Experience in program or project management

Desirable

• Experience leading process improvements

What the job involves

• Amazon's Customer Service (CS) department is seeking an experienced Program Manager to join the WW Quality and Escalations team to support Service Improvements
• You will be responsible for driving a high-visibility CS program that will directly impact the WW Service Experience of our customers
• You will be responsible for owning the creation, collection and implementation of service improvement initiatives that support WW CS in raising the bar on how we interact and support our customers
• An expert collaborator you will be comfortable to negotiate with key business partners and teams across multiple functions to gain alignment on program vision, project selection and prioritization and will have ultimately responsibility for all aspects of the programs execution
• Define the direction for the program and gain consensus and clear alignment at all levels as appropriate, within Amazon's Customer Service and business teams
• Interact with cross-disciplinary and cross functional teams like Customer Service Operations, Tech, and Customer Experience teams to design the program's standard operational procedures, processes and technical requirements
• Define, prioritize and plan the projects that need to be implemented to execute on the process and technical requirements
• Schedule, secure resources and manage cross functional teams to deliver to these projects
• Monitor the execution and ensure the delivery of projects is to an appropriate level of quality, ensuring the overall integrity of the program
• Monitor the program's overall progress; anticipate risks, resolve issues and initiate corrective action as appropriate
• Manage the dependencies and the interfaces between projects and negotiate the trade-offs needed
• Provide overall stakeholder management and program progress reporting on a regular basis
• Where applicable manage and oversee third party contributions to the program
• End to end responsibility for the program's execution and success

Location: London
Contract Type: 12 Month Fixed Term Contract
Level: Senior and Expert