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 level

About the Company

Company mission

To be Earth's most customer-centric company.

Amazon is the world's largest online retailer, and is well-known for its disruption of well-established industries. The company is present in numerous verticals, including cloud computing with Amazon Web Services, AI with its range of Alexa devices and a global marketplace more commonly referred to as 'the everything store'. Acquisitions include Ring, Twitch, Whole Foods Market, and IMDb.

More recently, Amazon has been focused on leading the "third wave in digital advertising". Many businesses are now shifting ad dollars to retailers, which before would have been spent with online media platforms. Amazon's seen great success in the space, with its revenue from advertising now higher than its Amazon Prime membership scheme, audiobooks and digital music combined. This growth is particularly impressive considering its digital ad rivals (like Snap, Alphabet, and Meta) have suffered declines due to wider macroeconomic factors and Apple's iOS privacy changes.

Despite its dominant market position, Amazon will continue to be challenged over the next decade, including sustaining AWS's cloud dominance in the face of Google and Microsoft. On top of this, the company's e-commerce division is facing profitability problems despite its 2023 post-IPO debt funding of 8 billion. It will need to find new ways to stay above their competitors.

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