Jobs for People with MS: National MS Society

Description

Amazon's Customer Service (CS) Operations Team is looking for a Senior Program Manager (PM). As a Sr. PM you will work proactively, and independently to collaborate with cross-functional teams to define requirements, high level process and technical solutions, and manage all aspects of project execution – including writing business requirements, maintaining the project schedule, resolving or mitigating issues and risks, and communicating results throughout the organization.

Key job responsibilities

• Advocate on behalf of the Customer and CS during all business engagements to ensure a consistent high-bar of excellence.

• Drive people, process, and technology initiatives to optimize CS Operations delivery

• Create and drive governance mechanisms for India CS Operations teams

• Provide project management support for India level and Network level projects driven by India leadership team

• Own governance of metric bridging, dive deep and path to green for India CS Operations

A day in the life

• Collaborate with cross functional teams to drive operational excellence in India Operations.

• Define, prioritize and plan projects that will need to be implemented, gaining alignment with all appropriate levels within Amazon's Customer Service (CS) and partner teams.

• Monitor the Projects overall progress: anticipating risks, resolving issues and initiating corrective action as appropriate.

• Identify and manage stakeholder groups, and provide regular operational metrics and business reports to those groups.

• Act as a knowledgeable resource in CS Operations, sharing best practices in project management.

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

• Bachelor's degree in management, business administration, economics, engineering, marketing

• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

• Expertise in building and establishing relationships across all levels both within and external to the organization.

• Excellent communicator both verbally and written with an ability to communicate with all levels in the organization (technical, business, executive).

• Ability to influence and manage both peer-level and senior stakeholders

• Demonstrated capability to manage multiple, disparate projects and/or stakeholder groups

Preferred Qualifications

• Master's degree, or MBA in management, business administration, economics, engineering, marketing