Program Manager II

Job Description

Job summaryAmazon strives to be Earths most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon continues to grow and evolve as a world-class e-commerce platform. Have you ever thought about how Amazon detects and prevents fraudulent purchases among hundreds of millions of e-Commerce transactions across the globe Do you thrive in a fast-paced environment in which you have the opportunity to influence change Our mission is to make Amazon.com the safest place to transact online, and we are looking for high-potential, flexible, innovative, and forward-thinking professional to join Amazon. We hire the worlds brightest minds and offer them an environment in which they can invent and innovate to improve the experience for our customers. We want you to help share and shape our mission to be Earths most customer-centric company.A successful candidate will excel at working collaboratively with stakeholders, enjoy working through ambiguity, can operate at different levels of the organization as required, and is able to break complex needs into scalable Operations processes. Manage a large, complex program. Partner with stakeholders and/or managers to secure resources, scope efforts, set project priorities, milestones, and drive delivery to meet deadlines to meet program goals Own end to end Operations implementation of new business programs and modification to existing programs that require SPRO support Contribute to process and policy creation in collaboration with external business teams Coordinate daily with internal and external stakeholders across the globe to identify, track, report, and resolve performance and incoming issues for existing Operations processes Build and utilize process inspection mechanisms to manage Operations against productivity and cost targets Scale existing processes through efficiency and yield analysis, Kaizens, tool and investigation demos Work with internal teams to understand process gaps, owning resolution against these plans, 3+ years experience in program or project management Experience defining program requirements and using data and metrics to determine improvements 3+ years experience working cross functionally with tech and non-tech teams 5+ years program/project management experience in the support and services industries. Attention to detail and proven ability to manage multiple, competing priorities simultaneously Demonstrated ability to work in ambiguous situations and across organizational boundaries Experience using problem solving and analytical skills to solve business problems and drive process/product improvements Excellent communication and writing skills for non-technical audience Experience gathering and analyzing data and delivering continuous business improvements Ability to work effectively with tight deadlines in a fast-paced environment An ability to effectively develop key processes and procedures that facilitate efficient planning, reporting and control processes Demonstrated ability to anticipate and manage change in a highly dynamic environment Belief in the value of participating in and contributing to a collaborative team environment Create a culture where accountability, engagement, transparency and collaboration are the norm and where rapid deep dives into root causes of any defects is a standard operating practice. Intermediate experience with ExcelAmazon.com is an Equal Opportunity-Affirmative Action Employer Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation. Global experience and distributed teams Operations Center / Contact Center (Phone, email support) experience Experience with JIRA products Six Sigma, Kaizen, Agile, or other Process Improvement methodologies Proficiency in SQL

Keyskills :
contact centerwork effectivelyprogram managementwriting skillsproblem solvingmanagementexceldeliverysix sigmaagileprocess improvementproject managementanalytical skillsvastjiranew businessrootsetprocess inspectionthrive in a fastpaced e