Job Description

DESCRIPTION

Amazon\'s Worldwide Customer Service organization is looking for a customer-obsessed Senior Program Manager to join the Strategy & Planning team, as part of our Customer Service Global Outsourcing organization.

In this role you will engage with business owners, vendor managers, key functional stakeholders and outsourcing partners to build and execute worldwide programs that drive governance, accountability and global standards across a variety of functional areas. This is a global role and key stakeholders include business owners, vendor managers, compliance and security teams, legal, finance, capacity planning and outsourcing partner executives and operations leaders.

Key job responsibilities
- Intake, scope, implement, manage and measure key global programs and strategic initiatives
- Develop and implement change strategies and communication along with the ability to focus at a detailed task level
- Develop and implement standards, mechanisms and systemic solutions that simplify complex processes and are highly scalable optimizing for customer experience, cost, and compliance aspects
- Effectively utilize project management skills to track actions, timelines, owners and status and identify, and mitigate risks
- Quickly understand project details, and communicate the status to different audiences, including executive reviews
- Negotiate successfully with stakeholders and external vendors; this includes supporting contract negotiations, management and administration
- Manage transitions by documenting, communicating, and coaching teams of leaders
- Demonstrate outstanding ownership, not shying away from rolling up your sleeves to get things done

About the team
The Global Outsourcing Strategy & Planning (GO S&P) team leads high-visibility programs and strategic initiatives that build the foundation for long term growth and success of our extended organization - one of the largest outsourced Customer Service networks in the world.

We are open to hiring candidates to work out of one of the following locations:

London, GBR

BASIC QUALIFICATIONS

- 5+ years of program or project management experience
- 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 working in a matrixed organization
- Experience in a leadership role in the Customer Service or Business Process Outsourcing industry

PREFERRED QUALIFICATIONS

- Master\'s degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Experience working cross functionally with tech and non-tech teams

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.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).

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