Project Manager, Technology Experience Contact Routing
Amazon is building the most innovative Business-to-Business (B2B) marketplace globally, and we are recruiting to make this vision a reality.
Amazon Business (AB) represents an incredible opportunity to address a new market segment and customer base for Amazon.
Amazon Business Customer Service (AB CS) has responsibility for creating an end-to-end support experience tailored to the needs of business customers globally.
AB CS is looking for a Sr.
Program Manager for routing technology strategy and execution.
The role reports to the AB CS Global Self-Service and Automation Leader, and acts as a critical member of the leadership team to ensure the right contacts are delivered to the right tools/Customer Service Associates (CSAs)Amazon uses various state-of-the-art enterprise-grade tools that enable seamless experience to help our Customers.
This includes a contact routing multimedia platform capable of intelligent routing.
You must be a self motivated individual with expertise the mechanics of call flows to design our future delivery infrastructure and experience.
The individual should be detail-oriented, organized, and a whiz at troubleshooting and analysis.
As Sr Program Manager, you will design a routing infrastructure to support the future needs of the business and enable operations routing administration teams (phone, email, and chat) to direct AB contacts to the most appropriate resource with the minimum of overhead.
You will need to work alongside technology teams to support program components, including technology selection, call flow dynamics, call handling business rules, reporting metrics, disaster recovery planning, and incident response.
As well as proposing new solutions, you will project manage the technical delivery of future routing system.
Job responsibilities Provide timely insight to the Senior Leadership on the changes in the contact routing driven by the tech deployments.
Analyzing data to identify existing gaps in the routing logic and work with Ops & Capacity planning teams to understand Operational skill structures.
Work with Capacity planning and tech team for the implementation of the designed contact routing strategy.
Co-owner with ABCS Ops of long-term routing strategy for Customer contact routing.
Break down issues and drive investigation/discussions to ensure they are resolved and do not occur again.
Interacting with stakeholders at multiple levels facilitating dynamic collaboration with the business and technical teams to define and deliver solutions.
Anticipating bottlenecks, provide escalation management, make tradeoffs, and balance the business needs versus technical constraints.
Remaining flexible to changing priorities, open to new ideas, and have the customer success firmly as the focus.
Identify risks in the current system, propose solutions and drive alignment on impact/solution across various groups.
Estimated Salary: $20 to $28 per hour based on qualifications.
Amazon Business (AB) represents an incredible opportunity to address a new market segment and customer base for Amazon.
Amazon Business Customer Service (AB CS) has responsibility for creating an end-to-end support experience tailored to the needs of business customers globally.
AB CS is looking for a Sr.
Program Manager for routing technology strategy and execution.
The role reports to the AB CS Global Self-Service and Automation Leader, and acts as a critical member of the leadership team to ensure the right contacts are delivered to the right tools/Customer Service Associates (CSAs)Amazon uses various state-of-the-art enterprise-grade tools that enable seamless experience to help our Customers.
This includes a contact routing multimedia platform capable of intelligent routing.
You must be a self motivated individual with expertise the mechanics of call flows to design our future delivery infrastructure and experience.
The individual should be detail-oriented, organized, and a whiz at troubleshooting and analysis.
As Sr Program Manager, you will design a routing infrastructure to support the future needs of the business and enable operations routing administration teams (phone, email, and chat) to direct AB contacts to the most appropriate resource with the minimum of overhead.
You will need to work alongside technology teams to support program components, including technology selection, call flow dynamics, call handling business rules, reporting metrics, disaster recovery planning, and incident response.
As well as proposing new solutions, you will project manage the technical delivery of future routing system.
Job responsibilities Provide timely insight to the Senior Leadership on the changes in the contact routing driven by the tech deployments.
Analyzing data to identify existing gaps in the routing logic and work with Ops & Capacity planning teams to understand Operational skill structures.
Work with Capacity planning and tech team for the implementation of the designed contact routing strategy.
Co-owner with ABCS Ops of long-term routing strategy for Customer contact routing.
Break down issues and drive investigation/discussions to ensure they are resolved and do not occur again.
Interacting with stakeholders at multiple levels facilitating dynamic collaboration with the business and technical teams to define and deliver solutions.
Anticipating bottlenecks, provide escalation management, make tradeoffs, and balance the business needs versus technical constraints.
Remaining flexible to changing priorities, open to new ideas, and have the customer success firmly as the focus.
Identify risks in the current system, propose solutions and drive alignment on impact/solution across various groups.
Estimated Salary: $20 to $28 per hour based on qualifications.
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