CTPS Employee Experience Program Manager

Job description

DESCRIPTION

The role of the Program Manager, Talent, Retention, Insight and Growth (TRIG) is the leader for employee engagement, including the development and implementation of employee communication and engagement strategies, programs and experiences across Customer Trust and Partner Support (CTPS). The role would suit a tenacious, detail-orientated people person, with a passion for creating great experiences, an ability to lead through ambiguity and the agility to navigate a large-scale, complex business. The ideal person will be a role model for diversity, inclusion and able to help create a growth culture, based on experimenting, learning and problem solving. This role will suit someone who has experience in liaising with Sr. Leaders. Key Amazon leadership principles for the role include, but are not limited to, Customer Obsession, Dive Deep, Earns Trust, Think Big, and Have Backbone, Disagree and Commit. The role can be located in India, or be virtually located with ability to travel based on business need.
The role will help shape the employee experience strategy using direct employee feedback, employee experience data and industry best practices. The right candidate will proactively guide regional leadership through quantitative and qualitative data, drive change in response to employee sentiment, and report progress through several communication channels.

PREFERRED QUALIFICATIONS

· Background working within the ecommerce or technology industries, preferably within the contact center environment.
· Lean Six Sigma knowledge, PMP, or similar Project Management qualification.
· Experience working with multiple cultures across multiple geographies
· Experience working in an Operations environment (contact centers, call centers, etc.) driving improvements that have resulted in measurable business impact
· Ability to thrive in a high-energy environment where tactical and strategic activities are expected to be driven in parallel

Desired profile

BASIC QUALIFICATIONS

·· 2+ years of large-scale program management experience
· Demonstrated ability to understand and apply employee engagement best practices to support employee engagement and performance
· Demonstrated ability to deliver against high standards under tight deadlines and to be flexible in shifting priorities according to business needs
· Program Management experience that includes managing multiple cross-functional projects and initiatives in the Employee Experience, Diversity and Inclusion, as well as Corporate Social responsibility fields is essential
· Bachelor's degree or equivalent, fields with a minimum of 6 years of work experience
· Passionate advocate for employee engagement and experience, across all levels
· Excellent written and oral communication skills, with the ability to communicate complex information in a coherent manner.
· Strong data analytics and presentation skills.
· Demonstrated ability to influence and consult with others, deliver in a customer-centric manner.
· Desire to think beyond traditional employee experience initiatives and to innovate in this space.
· Ability to take initiative and be proactive, without waiting for direction.
· Comfortable dealing with ambiguity and able to form a cohesive and effective outcome from potentially incongruous facts and individual perspectives
· Possess a strategic approach to problem solving; able to anticipate potential reputational issues
· Ability to exercise high judgment and persuasion, particularly in narrow time-frames
· Willing to roll up one’s sleeves and get work done, even when at times it’s outside the scope of the job