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Description

Are you passionate about creating customer-centric solutions that drive measurable results with global impact? Do you like to dive deep to understand problems? Does working across diverse teams, geographies, and cultures sound exciting to you?

If so, the Worldwide Capacity Planning (WWCP) Global Command Center (GCC) team is looking for a Program Manager to address the issues impacting customer experience in real time and plan/implement/improve the new/existing processes and tools with a focus on standardization and automation of real time management processes.

WWCP-GCC is the command center for Amazon Customer Service (CS) with core responsibility of real time service level management (customer experience) and occupancy management (cost). In addition to the core responsibility outlined above, GCC is also responsible for incident management to mitigate risk to the customer experience.

We are seeking an entrepreneurial and motivated individual with a strong operations and project management background, a passion for customers, exceptional communication skills and a logical mindset with a supreme attention to detail

Key job responsibilities

• Continuously monitor the real time network performance and take actions to mitigate any risk to metrics and customer experience

• Support the GCC team in day-to-day operation by maintaining constant communication with site operations, senior leadership, technology teams and other internal clients on status of real time metrics and customer experience.

• Manage high severity incidents by running conference calls with different teams to mitigate risks to metrics, customer experience and associate experience

• Define and scope projects by working closely with internal teams and their clients to understand their needs and priorities.

• Plan and execute the identified projects by working with various teams

• Comfortable in writing daily business review documents and preparing reports for Senior leadership

• Dive deep into data/process, identify problems and identify solution if possible and present to leadership

A day in the life

“If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!”Benefits Summary:

“Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan”

We are open to hiring candidates to work out of one of the following locations:

Seattle, WA, USA

Basic Qualifications

• 2+ years of program or project management experience

• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

Preferred Qualifications

• Knowledge of Lean principles and DMAIC methodology

• Experience in MS Access and SQL

• Experience in requirement gathering and ability to write clear and detailed requirement document

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $47,500/year in our lowest geographic market up to $107,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.