We hire the world’s brightest minds, offering an environment in which they can relentlessly detect, design, and drive solutions to improve Amazon’s customer experience.
We do this every day by solving complex business and technical problems with ingenuity and simplicity.
The Americas Program Manager is a key member of the America's Customer Service corporate program team. This team proactively engages with business stakeholders across the company to leverage the voice of the customer to drive continuous improvement.
The successful Americas Program Manager candidate requires a set of quantitative, consultative, and leadership skills. This person should demonstrate a record of accomplishment in driving change and in significantly improving processes.
Key responsibilities include :
Drive defect elimination program portfolio for the Americas Customer Experience Team.
Act as the point of contact for CS and the following teams : Retail, Logistic, Technical Teams, Vendor Support, Knowledge Management, Fraud, Payments.
Analyze processes and procedures to improve Customer Experience and key Metrics (CPU, Net concession value / OPS etc.).
Work through obstacles to deliver end-to-end projects, collaborating with multiple teams and organizations.
Manage customer-impacting issues as they come up in a troubleshooting mode.
Communicate clear and concise expectations and requirements with business and technology teams. Capacity to present well-
reasoned and data-driven proposals in both verbal and written form.
Critical Skills to be Successful :
Leader : Significant experience leading teams, whether directly or indirectly, to deliver valuable results.
Influencer : Innovative leader with the ability to identify opportunities and influence organizations to gain support and overcome resistance with data and persuasion.
Doer : Ability to successfully deliver end-to-end projects, working through obstacles along the way across multiple teams and organizations.
Problem Solver : Ability to utilize exceptional problem-solving skills to work through complex challenges.
Communicator : Ability to communicate clear and concise expectations and requirements with business and technology teams.
Capacity to present well-reasoned and data-driven proposals in both verbal and written form.
Minimum 1-year proven experience in project / program management.
Outstanding Customer Obsession.
Ability to deep dive / analyze data and draw conclusions that lead to process improvement.
Excellent planning, organizational and time management skills.
Excellent written and oral communication skills in Spanish, and English, across various functional areas, and within all levels in the organization (technical, business, executive).
Proven ability to influence at all levels and across all departments as appropriate.
Strong record of cross-organizational partnership building.
Previous experience with Six Sigma and / or Lean tools and methodologies.
Portuguese-written and oral communication skills.