Offers “Amazon”

30 days agoAmazon

Senior Program Manager - AB Business Engagement

  • Noida (Gautam Buddha Nagar)
  • Marketing

Job description

DESCRIPTION

Amazon Business Customer Service (AB CS) is looking for a Senior Program Manager to lead business engagement in the new Business Management team. Amazon Business is one of Amazon’s fastest growing businesses, focused on enabling business customers to research, discover and buy business, industrial and scientific products in large catalogues. Our customers include individual professionals, businesses and institutions that buy products in individual or bulk quantities to run their business smoothly. Business customers have different and more complex needs than the traditional Amazon customer base. Amazon Business launched in the US in 2015 and now live in 9 countries.

At AB CS we value critical thinking, self-motivation, and the ability to deal with ambiguity. You should bring a cool head, strong program management background, be detail oriented, have excellent problem solving abilities, and be an exemplary communicator. As a senior leader you will have a proven track record for working collaboratively in a fast paced environment, delivering recommendations to high level executives and key stakeholders in a concise manner
We want you to be passionate about delivering a great customer experience, and to love driving cross functional teams to reach and exceed their goals. We are also looking for individuals with a demonstrated ability to think strategically about business, products, change implementation challenges and continuous improvement of the customers experience on their behalf. This individual must have a proven record of delivering results through strong program management and problem solving skills, with a passion for customer experience

Responsible for collaborating with global AB business leaders to understand their growth strategy and change plans as it relates to business requirements, you should be an experienced program manager with a passion for customer experience. You must be comfortable, as a self-starter, with demonstrable curiosity, in a fast-paced, high-energy and ambiguous environment. You must be used to dealing with tight deadlines and multiple stakeholders, and have a proactive approach to problem solving. You will have experience digging into data to discover pain points and developing a strategy that solves those problems, creating a best in class user experience. You will use customer activity data, anecdotes/feedback and metrics to identify customer pain points, then advocate for and drive change throughout the organization.
Reporting to the leader of the Business Engagement in BMO, this role will work across the entire business, and be exposed to a wide range of functions from sales, operations, finance, continuous improvement, technology, product management and post purchase experience. Working with a large group of diverse stakeholders, you must be able to operate at a strategic level, while simultaneously being able to dive deep into the details of each program to drive results. This leader will lead initiatives in a matrix-managed environment working closely with AB CS and AB Leaders

Key Responsibilities:
• Taking the lead role with key stakeholders to align on overall strategy, objectives and timelines for delivery of strategic plan and ensure AB CS is prepared to support the needs of this roadmap in a timely manner
• Continually assess the needs of customers, emerging trends and opportunities in defining and evolving the customer support strategy in this area.
• Synthesizing requirements coming from many functions and demonstrating a solid working knowledge of requirements to stakeholders and sponsors
• Partner with multiple stakeholders to provide timely customer analysis, insightful guidance, recommendations and customer support leadership to this high-growth organization.
• Advocate on behalf of the Customer and Customer Service through Voice of Customer (VoC) segments included in all business engagements to ensure a consistent high-bar of excellence.
• Identify and drive people, process, and technology initiatives to optimize the Customer Support experience end-to-end.
• Manage key aspects of change and customer feedback and how it pertains to business start-ups, program launches and their lifecycle management.
• Deliver comprehensive continuous improvement opportunities based on VoCs and core Customer Service performance measurements.
• Develop quantifiable problem statements and success measures around the changes implemented

PREFERRED QUALIFICATIONS

PREFERRED QUALIFICATIONS
• Expert in building and establishing relationships across all levels both within and external to the organization.
• Strong influencing skills that can persuade a cross-organisational teams and senior leaders to modify plans to improve customer experience.
• Ability to Think and act both strategically and tactically
• Project management experience in international, cross-border environments.
• People management is a plus
• MBA is a plus.

Amazon is an Equal Opportunities Employer

Desired profile

BASIC QUALIFICATIONS

BASIC QUALIFICATIONS
• Bachelor's Degree in business or related field
• 3+ years of relevant program management experience in delivering cross functional projects across multiple business partners
• 3+ years of hiring, building, leading and developing teams
• Strong and effective written and oral communication to clearly convey information and findings with technical and non-technical stakeholders across multiple business units including executive level, with strong attention to detail
• Experience running projects with diverse stakeholders and senior leaders

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