Location
Bangalore | India
Job description
At Amazon we believe that every day is still day one.
We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you are considering taking your career to the next level and would like to work in a fast-paced, innovative environment, this is your chance to make history by joining Registration and Compliance (R&C) Escalations Team.
In this role you will be a part of the R&C Shared Services (SS) organisation, and will be our leading our key process improvement initiatives for the R&C escalations team.
As a program manager for Escalations team, you will be accountable of key KPIs around quality improvement, escalations volume reduction and customer experience initiatives. You will work with Product leaders, Global Process Owners (GPOs), Ops functional leads, customer excellence, product, and tech teams for different RCO support functions to drive improvement projects.
The ideal candidate has experience in leading large scale projects/programs from initiation through delivery in an operations organization/role.
Key job responsibilities
• Identification, execution & delivery of programs & projects targeted on designing and/or improving operational processes related to R&C Escalations to deliver great customer experience and operational goals (quality, seller experience, productivity).
• Drive speed, quality, and simplification throughout by eliminating rework loops, reducing and automating manual work/ hand-offs, identifying and implementing best practices across the business, and minimizing process variance through standardization and automation.
• Partner with the Program Owner, Functional Ops Leaders, Business Stakeholders, Quality Transformation and Customer excellencies teams for project intake, prioritization, planning, execution and control post implementation.
• Support in narrative write ups requested by executives and stakeholders
• Lead continuous improvement projects, and drive standardization in procedure across geographies and organizations, collaborating with key partners
• Implementation and execution of governance of the Escalations Program including process, tools, audit, inspection, mechanisms.
• Providing support for month and quarter end reviews, forecasts, and annual operating plans
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND
- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- Experience defining program requirements and using data and metrics to determine improvements
- Bachelor’s degree or equivalent or 4+ years of program/project management experience with profound knowledge of program management lifecycle, and skilled at project management tools o Experience working in an Operations environment, driving improvements that have resulted in measurable business impact
- Practical knowledge of problem-solving methodologies like Lean, DMAIC, PDCA, Kaizen, process re-designing frameworks, etc. to implement change or improve processes. o Analytical aptitude, including the ability to mine and analyse large, complex data sets
- Certified Lean Six Sigma Green Belt / Similar accreditation
- Demonstrated ability to work well in a team environment and work under tight deadlines
- Strong influencing skills and negotiation skills Excellent oral and written communication skills, including the ability to propose complex solutions and explanations in writing
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- MBA or Master’s degree in related field (Certified Project Management Professional (PMP), Certified Six Sigma Black Belt)
- Experience leading large scale complex, cross-functional projects with multiple stakeholders, involving multiple (10 or more) internal/external customers
- Ability to organize and manage multiple tasks simultaneously, and to facilitate multiple discussions
- Experience working as part of a global team with multiple time zones and geographically disperse resources
- Ability to work successfully in a highly ambiguous environment
Job tags
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