Sr PM, Service Imp. - FTC, Quality and Escalations

Job description

This is a 12-month fixed term contract position. Amazon's Customer Service (CS) department is seeking an experienced Program Manager to join the WW Quality and Escalations team to support Service Improvements. You will be responsible for driving a high-visibility CS program that will directly impact the WW Service Experience of our customers. You will be responsible for owning the creation, collection and implementation of service improvement initiatives that support WW CS in raising the bar on how we interact and support our customers. You must be an experienced Program Manager who has owned and delivered complex programs that interact with senior stakeholders across multiple different business organisations. You will be comfortable in a fast-paced multi-tasked environment, with the ability to define, design and drive the program’s vision and roadmap. An expert collaborator you will be comfortable to negotiate with key business partners and teams across multiple functions to gain alignment on program vision, project selection and prioritization and will have ultimately responsibility for all aspects of the programs execution. Key job responsibilities · Define the direction for the program and gain consensus and clear alignment at all levels as appropriate, within Amazon's Customer Service and business teams. · Interact with…