EU Virtual Contact Center (Work from Home) Program Manager
Amazon CS Ireland Limited - Edinburgh
Amazon's Customer Service (CS) department is seeking an experienced Program Manager to join the team. The successful candidate will be a key member of the European CS team. You will be responsible for driving a high-visibility, strategic Customer Service program that will directly impact the EU customer experience. You must be an experienced Program Manager who has owned and delivered complex expansion programs within the customer service sector. You will be comfortable in a fast-paced multi-tasked environment, with the ability to define, design and drive the program’s strategy and roadmap. An expert collaborator you will be comfortable to negotiate with key business partners and teams across the EU to gain alignment on program vision, project selection, and ultimately manage all aspects of the programs execution.
Depending on the applicant, this role can be based in the Cork, Regensburg or Edinburgh office.
Define the strategy for the program and gain consensus and clear alignment at all levels as appropriate, within Amazon's Customer Service (CS) on it.
Interact with cross-disciplinary and cross functional teams like Customer Service Operations, Recruitment, learning and development and IT 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 the resources and manage cross functional teams to deliver to these projects.
Monitor the execution and ensure the delivery from projects is to the appropriate levels of quality, ensuring the overall integrity of the program
Monitor the programs overall progress: anticipating risks, resolving issues and initiating corrective action as appropriate.
Manage both the dependencies and the interfaces between projects and negotiate the trade-offs needed.
Overall stakeholder’s 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.
Proven ability to influence change at all levels within an organization
Expert planner with business process definition experience and a strong IT aptitude.
Decision Making/ Complex Problem Solving- system thinker who proactively gathers the right data from appropriate sources to make the right decisions.
A Big thinker who can look outside the box for solutions but can probe and considering all the facts and details, while still staying aligned with the long term plans and goals.
Can act decisively, promptly and confidently.
Excellent communicator both verbally and written with an ability to communicate with all levels in the organization (technical, business, executive).
Think and act both strategically and tactically
Bachelor's Degree in Business, Business Information Systems, Computer Science or equivalent.
Sound business background, preferably working in a Customer Service or Outsource service environment.
Qualified candidates will have 4 to 5 years of Senior Project or 2-3 years Program management experience.
Should have a proven track record in the delivery of large scale complex cross-functional projects.
PMP certified or equivalent project management certification.
French and/or German language skills would be advantageous. In return, we will offer you a competitive salary, stock units, and other excellent benefits including healthcare. You will also have the opportunity to develop a rewarding career with one of the world's leading online retailers. Amazon.com - 9 months ago