Program Management, Ticketing Issue Management

Job Description

Job summaryJoin us on our mission to revolutionize the way we support our customers as we reimagine how Digital, Device, and Alexa Support (D2AS) manages technical support tickets. Our approach to problems is entrepreneurial -- you will be challenged to invent, create and solve challenging problems as well as wear many hats and collaborate in an environment that s more startup than big company. You will need a strong ability to troubleshoot and triage processes and partner with stakeholders to come up with simple solutions. Your primary goal will be to eliminate customer friction and help automate tools or create self-service options for customers to receive support with technical issues. Successful candidates will be strong leaders who can prioritize well, communicate clearly, and have a consistent track record of partnering with engineers and leading teams that deliver results. This role will partner with several internal Amazon teams to build out infrastructure, create new processes and metrics, and share best practices with similar teams across the company. Your team will monitor the health and maintenance of these programs and create positive friction to ensure these processes are adhered to as a global standard. You will drive the creation and execution of strategies across teams, change management processes that impact the larger organization, and implement strong project management methodologies and approach to executing these deliverables. Communication is especially important, as team members are expected to summarize complex issues and clearly describe action items and solutions to stakeholders and senior leaders.Key job responsibilities
• Lead a growing team dedicated to managing the end to end workflow of ticket management.
• Anticipate bottlenecks, provide escalation management, and ensure user privacy is not compromised.
• Design technical solutions which offer extensibility, scalability, and efficiency for a growing business.
• Earn trust of business partners by understanding business plans and constraints, anticipating safety and compliance challenges, and proactively communicating win-win solutions.
• Manage the investigation and resolution of escalations for the most difficult customer facing tickets.
• Develop and lead periodic business reviews by creating and monitoring business metrics to track process effectiveness.
• Define the escalations management vision and roadmap including KPIs, establish metrics and goals and deliver against program objectives.
• Maintain current technical knowledge to support rapidly changing technology; always be on the look out for new technologies and work with management and development team in bringing new technologies.
• Reduce ticket volume through creating self-service or automated solutions that eliminate the need for a ticket to be created.
A day in the lifeAs the Senior Manager for Ticketing Issue Management, you will work closely with senior leadership across the company to define and manage the customer journey for ticket management. This includes building and maintaining new processes, influencing partner teams on the best way to identify and detect issues, and identifying the best tools, systems, and controls to measure the health of the program. This role will advise senior leadership on emerging trends and partner with technology to create new mechanisms to protect customers and meet Amazon s high standards for customer satisfaction. About the teamThis team is part of the Customer Trust organization. Customer Trust is a collection of back-office teams that identify and resolve the most egregious customer issues. The team is a group of collaborative, supportive, and positive people who work with each other to push the boundaries of what we can do on behalf of our customers. We leave our egos at the door, positively challenge ideas in a healthy way, and focus on the best way to enhance the customer experience and support a happy and healthy environment for ourselves and our employees.,
• Bachelor s degree in business, policy, public relations or related field or 5+ years of relevant experience in program management, product management, communications, or related field.
• 3+ years of people management experience.
• Strong written and verbal communication.
• Experience managing cross-functional programs with both technical and non-technical internal stakeholders, specifically engineering and technical teams.
• MBA / Master s degree or 8+ years of relevant experience in program management, product management, communications, public relations, or related field
• 5+ years of people management experience.
• PMP, Prince2, Six Sigma, or relevant certification.
• Self-starter who can develop strategic direction, plan effective tactics and deliver specific results.
• Analytical decision making with a demonstrated ability problem solve, make decisions in complex situations and drive issues to completion

Keyskills :
issue managementback officeemerging trendssix sigmachange managementpublic relations