Senior Program Manager: Customer Service Excellence & Delivery

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

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.