Amazon - Program Manager

WWCP Global Command Center (GCC) team is looking for a people to fix the issues impacting customer experience in real time and plan, implement/improve the new/existing processes & tools with a focus on standardization and automation of ream time management processes.

BASIC QUALIFICATIONS

- 4+ years of program or project management experience.

- Knowledge of Lean principles and DMAIC methodology.

- Experience in MS Access and SQL.

- Experience in requirement gathering and ability to write clear and detailed requirement document.

JOB DESCRIPTION

WWCP-GCC is the command center for Amazon CS with core responsibility of real time service level management (customer experience) and occupancy management (cost). In addition to the core responsibility outlined above, GCC is also responsible for incident management to mitigate risk to customer experience. With a view on continuous improvement, GCC also drives multiple projects aimed at standardization & automation of real time management processes

We are seeking an entrepreneurial and motivated individual with a strong operations and project management background, a passion for customers, exceptional communication skills and a logical mindset with a supreme attention to detail.

- Continuously monitor the real time network performance and take actions to mitigate any risk to metrics and customer experience

- Support the GCC team in day-to-day operation by maintaining constant communication with site operations, senior leadership, technology teams and other internal clients on status of real time metrics and customer experience.

- Manage high severity incidents by running conference calls with different teams to mitigate risks to metrics, customer experience and associate experience

- Define and scope projects by working closely with internal teams and their clients to understand their needs and priorities.

- Plan and execute the identified projects by working with various teams

- Comfortable in writing daily business review documents and preparing reports for Senior leadership

- Dive deep into data/process, identify problems and identify solution if possible and present to leadership