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Senior Program Manager, Customer Experience Lead
2 months ago
Amazon Australia is seeking a highly motivated and experienced Senior Program Manager to lead the Customer Experience (CX) team in Sydney. The successful candidate will be responsible for driving new business launches, defect elimination, and CX improvements for a portfolio/category of the Australia business from a customer service perspective.
This is a diverse and highly visible role requiring a strong aptitude for building partnerships, influencing stakeholders, and establishing oneself as a subject matter expert in a fast-moving environment. The ideal candidate will advocate for customers, drive process and technology initiatives, and manage complex initiatives to optimize the customer support experience.
Key Responsibilities
- Advocate on behalf of the Customer and Customer Service during all business engagements to ensure a consistent high-bar of excellence.
- Drive people, process, and technology initiatives to optimize the Customer Support experience end-to-end.
- Manage all key aspects of the Customer Service and how it pertains to business start-ups and their lifecycle management.
- Deliver product/program quality improvements based on Customer feedback and core Customer Service performance measurements.
- Identify opportunities to develop and drive solutions to enable automated tools and applications for self-service.
- Collaborate with other worldwide CS, business teams, product managers, and technical teams for the execution of strategic projects for Australia.
- Define, prioritize, and plan the Projects that will need to be implemented, gaining alignment with all appropriate levels within Amazon's Customer Service (CS) and partner teams.
- Schedule and secure the resources and manage cross-functional teams to deliver to these projects.
- 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.
A Day in the Life
As a Senior Program Manager, you will be working alongside other program and senior program managers, participating in WBRs and defined team mechanisms. You will balance speed with execution, take tough decisions, reflect on what could be done better, and be vocal and participative in meetings.
Requirements
- 6+ years of program or project management experience.
- 6+ years of managing stakeholders in cross-functional project experience.
- 6+ years of owning program strategy, end-to-end delivery, and communicating results to senior leadership experience.
- Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience.
Preferred Qualifications
- MBA.
- Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance, or equivalent quantitative field.
- Ability to effectively articulate written and verbal point of views with the ability to disagree and commit through collaboration and keeping the larger org vision in perspective.
