Amazon.com Sr. Program Manager, Digital and Device Customer Service in Dublin, Ireland

Do you love leading initiatives that directly impact the customer experience globally? Do you want to drive high-visibility programs? Have you dreamed of joining a dynamic global team? If you can answer “Yes” to these three questions, you’ve clicked the right career opportunity. Please read on.

We are seeking a Senior Program Manager to join Amazon's Digital & Device Customer Service (D2CS) team. You will be a key member of the D2CS Program Management team, owning and executing key projects for Amazon's most exciting initiatives. Your role will focus on new digital services, device launches, and expansion activities along with continuous improvement program delivery. You will have a consistent record of complex project delivery, from conception and design through implementation, measurement, closure and handover.

What will your responsibilities be:

· Define the direction for the program and gain consensus and clear alignment at all levels as appropriate

· Scope and deliver business critical programs with end-to-end program’s strategy and roadmap

· Interact with cross-disciplinary and cross functional 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.

· Define and execute the project plan from design to release, securing resources, and running implementation

· 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. Track delivery against program objectives and implement proposals to improve program services

· Liaise with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables

· Support partner teams to refine processes and increase efficiency in line with program objectivesProvide 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.

· Scale existing programs to expand coverage of services to additional domestic and international locations

What we are looking for:

· Bachelor's degree

· 6+ years of relevant work experience as a Sr. Project Manager, 2+ years in program management in a customer service environment

· Demonstrated experience and success at leading cross functional complex programs and validated ability to influence and lead without direct management authority

· Experience communicating effectively across a multitude of platforms with remote team members and at all levels

· Comfortable challenging the status quo and questioning existing practices

· Ability to quickly adapt to changing priorities and generate creative solutions in a rapidly changing environment

· Able to synthesize data and analytics to formulate sound program objectives and goals

· Goal driven and target orientated whilst able to step back and look at the bigger picture

· Demonstrate the ability to handle ambiguity, and a preparedness to take on what is necessary to get things done

Preferred Qualifications

· Master’s Degree or MBA

· PRINCE2/PMP Certification

· Experience in process improvement using Lean and Kaizen methods

· Experience working in a software development environment

· Intuitive understanding of a superior versus inferior customer experiences, with ability to assess the situation and identify solutions to improve/fix

· Background in Customer Service operations

Amazon is an Equal Opportunity-Affirmative Action Employer- Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation

· Master’s Degree or MBA

· PRINCE2/PMP Certification

· Experience in process improvement using Lean and Kaizen methods

· Experience working in a software development environment

· Intuitive understanding of a superior versus inferior customer experiences, with ability to assess the situation and identify solutions to improve/fix

· Background in Customer Service operations

Amazon is an Equal Opportunity-Affirmative Action Employer- Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation

AMZR Req ID: 567265

External Company URL: www.amazon.com