Website Amazon

DESCRIPTION

At Amazon, we’re working to be the most customer-centric company on earth. Customer Service is at the heart of what we do. Are you interested in joining our acclaimed Amazon’s Customer Service team to help shape the future of Amazon Customer Service in the UK, Germany and Turkey (UKDETR), reporting directly to the UKDETR Customer Service Director and being involved in some of the most exciting initiatives for our employees and customers?

This is a new role, focused on defining Amazon’s future Customer Service strategy and finding innovative and highly effective ways of working in the UKDETR Customer Service organisation. In this role, you will be coordinating major, high impact Customer Service cross-functional programmes in a multi-cultural environment that directly impact our customer and employee experience. This role is critical in transforming the business to enable sustainable, scalable growth with solutions that delight our internal and external customers.

For this new role, we are looking for a talented Strategic Project/Program Manager who can prioritize well, communicate clearly and has a consistent track record of successful project delivery including creating new processes, implementing change and managing complex projects with often conflicting requirements. Proven ability to manage, influence, and engage a broad group of stakeholders is a must. You must have the experience and capability to create and present documentation for senior executives and align your plans with Amazon’s strategic objectives. Excellent written and verbal communication skills are essential. You should be experienced in working with data to analyze root causes, implementing long term solutions, and leading teams with advanced analytical, mathematical, and quantitative capabilities.

Responsibilities include:
· Owning the definition of processes and standards
· Identifying and leading continuous improvement initiatives for how we run Customer Service in UKDETR to ensure we continuously raise the back for our customers
· Supporting the UKDETR Customer Service Director with shaping the vision and long-term strategy for Customer Service Excellence in UKDETR.
· Collaborating with partners from other organizational areas
· Monitoring and reporting on the progress of multiple activities including significant milestones and any conditions which would affect overall program deliverables
· Deliver reporting on CS performance metrics around productivity, quality, and operational excellence to the EU CS Director or WW CS Director (MBRs / QBRs)
· Attend strategic projects reviews with senior EU and WW CS stakeholders
· Create new, scalable mechanisms for effective communication within UKDETR CS

BASIC QUALIFICATIONS

· Bachelor’s degree in Management, Business Administration, PR/Communications, or a related area
· 5+ years of experience managing cross-functional programmes, including external and internal stakeholders
· Strong delivery record
· Work experience in customer service, public relations or retail
· Data-driven decision making or quantitative analysis skills (including knowledge of Excel and preferably SQL)
· Excellent communication skills, ability to simplify complex topics for broad audiences
· Experience with root cause analysis and process design
· Entrepreneurial spirit and ability to ‘think big’ and ‘out of the box’ being comfortable with ambiguity
· High energy for an ambiguous, ‘internet –speed’ environment
· Customer Experience Evangelist and role model on Customer Obsession

PREFERRED QUALIFICATIONS

· MBA or Master’s Degree in a related field
· Knowledge/Certification of Six Sigma/Lean
· Willingness to travel up to 30%