Shipping and Delivery Support Operations Program Manager
Do you wish to pursue an opportunity to build best in class services to support the growing needs and demands of Amazon customers (WW).
Do you love big challenges, ambiguous problems and delivering solutions at scale? Sounds great then this job maybe for you.
What will I be working on?A Operations Program Manager at Shipping and Delivery Support (SDS) will assess the needs of customer service required for new transportation products and services, design the support model as well as create and implement project plans that establish support operations.
This person will need to work closely with product managers, support teams, finance, senior leaders and regional operations teams across multiple Amazon organizations.
We'll also ask you to challenge assumptions behind how our support models were built, and how we might re-imagine new operating procedures and support policies at the cutting edge of customer and delivery experience.
You will provide leadership, direction setting and vision on complex projects that aim to influence Amazon operations excellence and effectiveness.
If you desire to have wide impact on the future of Amazon's transportation business, and are driven by customer delight we think you'll like it here.
A successful candidate is expected to have passion for improving the customer experience when customers contact SDS for their query resolution.
You will advocate on behalf of the customer and built operations management strategies that support our goals and vision.
We're looking for problem solvers with the ability to communicate expectations and requirements equally well with business and technology teams, and write well-reasoned and data-driven proposals, performing data analysis as needed.
Defining and implementing long term business strategies and the ability to think outside of the box to solve complex problems are key to success.
Candidates must accommodate flexible works hours required to engage global stakeholdersAbout Shipping and Delivery SupportAmazon's expanding Logistics products and services (e.
g.
Amazon Logistics, Global Specialty Fulfillment, and Amazon Delivery Technology) are creating new customer segments, including drivers, recipients, shippers, property managers, global sellers and storage owners.
Shipping & Delivery Support (SDS) is a customer service organization dedicated to create world class support for these new customer segments.
To achieve our mission SDS is seeking a Senior Operations Program Manager to lead local operational launches and monitor the customer experience post-launch.
This is an exciting opportunity for you to build best in class customer service for a new and rapidly expanding group of Amazon customers!A day in the life of a Program Manager at SDS includes (but is not limited to):
Owning the planning and execution of SDS roadmap and operations plan Owning and influencing operational performance and all metrics/KPIs for Shipping and Delivery support, working in conjunction with other organizations within Amazon Leading regional weekly business reviews for Shipping and Delivery Support Representing SDS in regional and global reviews within customer service and cross functional teams Advocating on behalf of the Customer during all business engagements to ensure a consistent and valuable experience.
Driving people, process, and technology initiatives to optimize the Customer Support experience end-to-end.
Using business analytics and intelligence to provide insight to all relevant stakeholders to create and drive change to improve the Customer experience.
Identifying opportunities to develop and drive solutions to enable automated tools and applications for Customer self-service related to Help and Information.
Flexibility and willingness to travel both domestically and internationally - up to 30%;.
Estimated Salary: $20 to $28 per hour based on qualifications.
Do you love big challenges, ambiguous problems and delivering solutions at scale? Sounds great then this job maybe for you.
What will I be working on?A Operations Program Manager at Shipping and Delivery Support (SDS) will assess the needs of customer service required for new transportation products and services, design the support model as well as create and implement project plans that establish support operations.
This person will need to work closely with product managers, support teams, finance, senior leaders and regional operations teams across multiple Amazon organizations.
We'll also ask you to challenge assumptions behind how our support models were built, and how we might re-imagine new operating procedures and support policies at the cutting edge of customer and delivery experience.
You will provide leadership, direction setting and vision on complex projects that aim to influence Amazon operations excellence and effectiveness.
If you desire to have wide impact on the future of Amazon's transportation business, and are driven by customer delight we think you'll like it here.
A successful candidate is expected to have passion for improving the customer experience when customers contact SDS for their query resolution.
You will advocate on behalf of the customer and built operations management strategies that support our goals and vision.
We're looking for problem solvers with the ability to communicate expectations and requirements equally well with business and technology teams, and write well-reasoned and data-driven proposals, performing data analysis as needed.
Defining and implementing long term business strategies and the ability to think outside of the box to solve complex problems are key to success.
Candidates must accommodate flexible works hours required to engage global stakeholdersAbout Shipping and Delivery SupportAmazon's expanding Logistics products and services (e.
g.
Amazon Logistics, Global Specialty Fulfillment, and Amazon Delivery Technology) are creating new customer segments, including drivers, recipients, shippers, property managers, global sellers and storage owners.
Shipping & Delivery Support (SDS) is a customer service organization dedicated to create world class support for these new customer segments.
To achieve our mission SDS is seeking a Senior Operations Program Manager to lead local operational launches and monitor the customer experience post-launch.
This is an exciting opportunity for you to build best in class customer service for a new and rapidly expanding group of Amazon customers!A day in the life of a Program Manager at SDS includes (but is not limited to):
Owning the planning and execution of SDS roadmap and operations plan Owning and influencing operational performance and all metrics/KPIs for Shipping and Delivery support, working in conjunction with other organizations within Amazon Leading regional weekly business reviews for Shipping and Delivery Support Representing SDS in regional and global reviews within customer service and cross functional teams Advocating on behalf of the Customer during all business engagements to ensure a consistent and valuable experience.
Driving people, process, and technology initiatives to optimize the Customer Support experience end-to-end.
Using business analytics and intelligence to provide insight to all relevant stakeholders to create and drive change to improve the Customer experience.
Identifying opportunities to develop and drive solutions to enable automated tools and applications for Customer self-service related to Help and Information.
Flexibility and willingness to travel both domestically and internationally - up to 30%;.
Estimated Salary: $20 to $28 per hour based on qualifications.
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