Senior Program Manager

Senior Program Manager

5-8 years
Not Specified

Job Description

As Program Manager, MENA Customer Service, you will join a dynamic team which is at the forefront of the vision to dramatically transform the quality of service delivered to customers in MENA.
You should be comfortable working in ambiguous environments. Ownership of work is extremely important, and you should have a proven record of working with projects to their completion. We would think you are ideal if you are motivated, agile, with strong time management and project management skills. This opportunity requires excellent troubleshooting, problem-solving, and communication skills. At the core of the position is high attention to detail and delivering high quality results on time. Your experience should highlight your focus on putting the customer first your ability to understand and guide technical requirements to support your vision, and your aptitude to ensure those changes had a positive business impact.
Key Responsibilities:
. Lead key strategic launch and customer experience improvement programs, identifying new opportunities and influencing, assessing and prioritizing opportunities based on strategic goals, business needs and customer value.
. Define, prioritize and plan the execution of strategic initiatives. Consult with senior management on cross-group project prioritization.
. Ensure delivery of assigned organizational goals. Schedule and secure resources and manage cross-functional teams to deliver to these goals. End to end responsibility for the execution and success of all assigned programs.
. Monitor progress against goals: anticipating risks, resolving issues and initiating corrective action as appropriate. Track delivery against program objectives and implement proposals to improve program services and efficiency.
. Develop, own and track organizational goals, as defined through Operational Planning (OP) process. Communicate progress and work with teams with dependent programs.
. Establish, refine and implement mechanisms to ensure cross functional alignment and establish clear escalation mechanisms. Identify and manage stakeholder groups, and provide regular business reports to those groups.
. Act as a knowledgeable resource, sharing best practices in project management and program management.
. Bachelor's degree or higher work experience may be substituted
. 5+ years in managing large scale, cross-functional, complex programs
. Demonstrated ability to understand and discuss technical concepts, manage tradeoffs, and highlight risks appropriately
. High attention to detail including precise and effective customer communications and proven ability to manage multiple, competing priorities simultaneously
. Strong verbal and written communication skills with demonstrated experience engaging and influencing senior leaders, across functions including an ability to effectively communicate with both business and technical teams
. Global experience (program launches in multiple geographies simultaneously)
. Project/Program Management Certification or Software Development Lifecycle experience (Agile or other)
. Strong analytical and quantitative skills with the ability to use data and metrics to back up assumptions, recommendations and drive actions
. Experience communicating with senior management (VP level decision-makers)
. Experience in product, program, and/or project management in leading cross-functional teams to continuously improve the business and define what is next

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